Bestmed service non existent

Morning, My wife was diagnosed with diabetes which is paid under the PMB accompanied with a treatment plan. The treatment plan includes to see physician, dietitian and various other Doctors. The dietitian seen 2nd of December claim denied. On the 3rd of December I send an email enquiring to why ticket number received back E3D0C4F677300, stated they will come back within 24-72 hours. On the 11th I asked again still no answer. I phoned this morning spoke to 2 consultants and 1 consultant working in chronic department. First of all the first consultant stated they had a influx of mails, since the 3r I had no answer back form them shocking and a lame excuse. Then the consultant send the incorrect treatment plan to obtain the correct code for the dietitian to use. The gentleman at the chronic department gave me 3 codes, I asked which one the dietitian must use, he cant say, surely with diabetes 1 there is a certain code. The frustration here and it is not the first time this has happened no reply on your mails, when speaking to the consultants less helpful and clearly not properly trained. Paying a premium for what to get told they have to much emails, then clearly there business model and strategy not working. My member ship number . We will now have to guess with the dietician which code to be used. Shocking service.