Bestmed aka Worstmed

Two complaints that I have been battling to sort out. Issue 1: I paid cash for a eye specialist consultation for my 5 year old son. I submitted the claim and mentioned that I have already settled the provider and I must be reimbursed directly. Bestmed went and paid the specialist directly. Upon enquiring, I was told they do not read the emails and no proof of payment was attached. So they paid the provider. No enquiring from me or anything beforehand. I was informed to submit the claim and receipt again, which I did the same day. Tomorrow is a week later and guess what? I am still waiting to be reimbursed!

Issue 2: When I collected the chronic medication for my boys at the pharmacy, I noticed on the app the claims were paid from my savings, instead of the scheme benefit. Even though the condition for each have been registered with the scheme. Called to enquire and got told that I must go back to the pharmacy because they have a system on which they can reverse and resubmit the claims. So I went to the pharmacy. They told me they can't, as they only have one code for Bestmed and Bestmed does the processing. So back to Bestmed. I logged a ticket, get a response that my query was sent to the claims department. Tomorrow is day 5 of the since I have opened the ticket. Still no progress.

Can anyone assist?