Shocking Customer Service

Bestmed customer service is something else...... It's been a week now in which I have been trying to get hold of someone to try understand why my daughters braces payment was not made for November and December. This is after getting an authorization number and them confirming the amount they will cover months ago. When I try the live chat function, I got kicked out asking me to complete a survey if my response was attended to. I then tried calling, but no one answers and have to wait such a long time until my airtime runs out. I then go onto Facebook and see that there's a WhatsApp option, I try sending a WhatsApp only to be sent a random message that I've reached them after hours, which it wasn't. I tried 3 times and no luck. I then went to Facebook messenger, left my details for someone to call back and till date no one has called back. Is this the customer service that Bestmed provides? How does one get an immediate response to queries? I'm not happy with the customer service provided and want to escalate this matter. Does Bestmed not understand how stressful claims query are to deal with for the client??