Denied PMB

The service that I'm getting from the scheme is appalling to say the least. My the****** requested for more sessions and the scheme keeps asking for the same thing that has been sent already. i don't know if people are not reading properly or they are just denying to assist just because they can. We pay so much much and this is PMB and yet we still get such a hard time. Is this how all your customers are treated???????????????????????????