Accounts not being paid

During my self payment gap, Discovery is supposed to pay for GP visits to a Premier Network provider with the Day-to-day extender benefit. I had 3 claims in June for exactly this, and till today, after phoning them on 7 different occasions, have only been able to get them to pay for 3 claims. They agree that the payment should be made, and send it for reprocessing, but the reprocessing simply rejects the claim due to out of funds, not bothering to check if the Dr in question is part of the Premier Network or not. This happens every year when I'm in my self payment gap. I have just phoned again, and got cut-off (again) halfway through the discussion. What also frustrates me, is if I phone again, I get to a different consultant, so have to go through the whole thing again. Why can't that consultant realize I've been cut-off, and phone me back?