Feedback on my website query has been dragging

I queried about my benefit for a medical device with one of your Network Providers about 2 months ago. Because I have the benefit on my plan. When your NP requested a breakdown of what I will be responsible to pay. It became clear that there was something wrong with my MSA. We managed to sort it out last month as Clicks has refunded the mistake they made by deducting my Chronic medication from my MSA instead of my PMB. But now I am still waiting for an answer fro them about the medical device. Their NP says they have codes and discovery will know what to do next. But then my they phoned my spouse and asked him what it exactly is that I want. I gave them their NP's name J.Swanepoel and his Practice no. *** as they requested. And they also asked my spouse for the codes of the product. Aren't they suppose to have it with them or at least phone their Network Provider in order to obtain all that info.