so irritated by the service

I have been bestmed client for years now and I have never been so irritated by the service received, I sent a claim on the 20 January 2016, with the proof of payment and the doctors statement but then some idiot decided to pay the doctor again on the 28 January 2016, I have been sending email and called and spoke to Kerry who promised that my money would be paid last week already but till today im not yet paid, then I called again and spoke to a guy that wants me to send another email to say they must reverse the money and pay me instead. how pathetic that you have to say one thing in different ways to all agency. im really irritated can you please pay my claim as you have already deducted my savings account for this claim.