Do we really have to do this again?

Discovery should have a record of the previous incident that I complained on here about, and much to my dismay we're heading down the same path again after Danita helped sort it out so efficiently and quickly. Two emails sent in past week querying why my Mom's physio hasn't been paid, as I was last told she was back in the Above Threshold section. All I have to show for it are two reference numbers and zip all else. The query is not a complex one, surely? My Mom's contact details are on the Discovery database. The physiothe******'s contact details were on the invoice. Is it really so difficult to make contact with one of us to clarify the situation? I don't understand why Discovery seems content with its clients having to resort to this website before anyone there actually does something?