Overdue account

We have been struggling to get a invoice paid for podiatry, They keep telling me there is no benefits, But my fiance has a treatment plan that gives him this benefit, This account ids overdue with 2 months already. Every time i request feedback they tell me the same, Or it has been sent to IT but nothing more than this. I think this long wait is rather disappointing.

Please email me at bothasimone1@gmail, As i do have consent to request info on behalf of main member, As main member is busy at work and not always able to answer his phone.