Claim not paid... totally unacceptable!!!!!!!

My employer moved us to from the beginning of the year. we were required to complete documents for the change on that doc i had to select 2 drs for me and 2 for my son i got a call 3 weeks ago from the dr saying my son consultation with the dr was not paid when i called bonitas on the 24th of May i was told that i never selected drs hence my non network benefit has run out i told the consultant that i did complete the forms last year already dont understand why i dont have selected dr on the system as i have been using this dr all year already for both of us the consultant told me he was able to find the doc and would escalate it for payment and get back to me in 3 days ... 2 weeks later still no response i called today again was on the call for 20 mins and just got alot of mmms oks and ahhs really u guys need to sort your things out im paying a hell of alot of money for this just to hear mmm and ok and to be left with no answers when i get sick or my son how do i show my face at the for ur error totally unacceptable!!!!!!! you have my forms this is not my mistake and i will not pay for it