Discovery Heath Self-payment gap is incorrect

I am so ****ed out with Discovery for not taking time to explain my missing claim and to top it of, they dropped the call on me. I have logged 2 SR's and they did not get back to me. I called in and asked the consultant for his email and he stated that he cannot provide me with his email. I asked for his manager and got nothing. Then he put me on hold and dropped the call on me. I want a manager to contact me and explain why my claims does not add up. I need assistant immediately and will not wait any longer. If not, I will take your company to the ombudsmen.