Claim rejected

I partially paid for a GP visit when I had funds in my personal health fund. I submitted the claim & it was declined cause I apparently had no funds in the PHF when I did. This was in Aug. Today, 3rd Oct, I had the most useless agent by the name of Davian. Rude & doesn’t even know the product. I had to prompt him for what to check. He gave me the wrong info multiple times. Can someone check on my claim *** & tell me why I paid out of pocket for a GP visit when I had funds for GP visits in my PHF.