Appalling and Rude Service By Call Centre agents

I do not appreciate the lack of professionalism and empathetic consideration when your agents speak to us as clients.The audacity to be rude and condescending to clients ,especially a pensioner is really poor reflection of your customer service values and ethos your agents display is nothing short of appalling.

It's as if I'm using a government facility with such ********** service. My doctor submitted this claim in August 2024 and resubmitted multiple times because you kept telling them about an incorrect ICD10 code and later changed the story to it being your fault for not loading the authorisation. And today you send me a statement for me to pay for the same claim that the practice has been submitting. I have everything on email and will need all call recordings as your agents confirmed there was authorisation needed for this visit and keep changing the reasons. I need you to resolve this issue because this utterly disgraceful of a service.