Always getting it wrong

I submitted my claim on 22 Feb 2024. No action was taken, I've sent a follow up on 27 Feb. The response was that the medical aid number was not noted. It is large as life in the subject field, like the 2 claims before that for the same dr under PMB. I did respond, guiding them to the medical aid number. Yet, still no action. Why did no one respond to ask for my medical aid number if they didn't see it???