Feedback not their strong suit

I'm very disappointed with the communication at DHMS. I have an unresolved matter since January. Even after escalating it last week and being told they'll get back to me within 48 hours, I've still not heard anything. I paid for a consult with a specialist in January. When I claimed back the money I was not refunded because they say I owe them from 2 years ago. I've sent POP, but the the debt hasn't been cleared from my profile and i haven't been refunded for my specialist visit even though the money has been deducted from my MSA. Trying to get answers results in dead ends. I've sent numerous emails and follow up. I've lost track of all the references, but still no feedback