Ex-gratia request erroneously closed

This is not my first complaint about Bonitas and its poor client service, yet it continues. I am honestly so sick of doing your work for you every time I have a claim or a query.

So let me do it again...

After sending an email requesting an ex-gratia payment, I received an email on 23 September 2023, requesting certain documentation. After gathering the documentation I emailed it to Bonitas (***) on 29 September 2023. On 4 October 2023 I received another request to provide Bonitas with a "Motivation Letter from Treating Doctor with ICD 10 codes" and an "X-Ray Report". I emailed the motivational letter, the MRI report as well as the account of Dr Bosch to Bonitas on 5 October 2023. I was also informed that "Should we not receive all the documentation within 5 working days (11/10/2023) the query will be closed". According to me I sent in all the requested documentation, and yet the case was closed. Please look into this urgently, re-open the case and provide me with feedback as soon as possible. Please and thank you.