Bad service

I had a procedure done on 15 January, 2021 and my Dr submitted a claim to Discovery Health which wasn’t paid in full due to an error on my Dr’s part apparently. The Dr now wants me to pay that difference. I have called Discovery Health to explain in writing what the error was in the submission of the claim so that both me and my Dr are clear but nothing until now. I have sent numerous emails, called and spoken to consultants who promise to help/revert back to me but nothing has been done. I spoke to a consultant called Buyiswa on Monday, March 1st, she promised to escalate the issue and revert back by 2pm that same day, I am still waiting. I called again yesterday to get someone to remind her but to no avail .