issue gets escalated and now its exiled

ON 30TH APRIL I PHONE DISCOVERY MEDICAL AID TO DISPUTE A CLAIM THAT WAS PAID OUT THE PREVIOUS YEAR WITH THE SAME DOCTOR. I WAS GIVEN A REF. NUMBER *** AND TOLD IT WOULD TAKE 2 WORKING DAYS. <br> AS I DIDNT GET ANY FEEDBACK, ON THE 7TH MAY I TELEPHONED ONCE AGAIN TO ENQUIRE, I WAS TOLD SITUATION IS GETTING ESCALLATED. WITH NO RESPONSE AGAIN, I PHONED ON 11TH MAY AND WAS TOLD A MANAGER IS HANDLING MY SITUATION. <br> ON 19TH MAY, NOT HAVING RECEIVED ANY FEEDBACK, I PHONED AGAIN, NOW MY REF. HAS CHANGED TO ***... AND A NEW ESCALATION WAS TAKING PLACE.<br> TODAY ON 8TH JUNE, STILL NO FEEDBACK, I PHONED TO ENQUIRE ABOUT MY SITUATION, THIS TIME, SHAKIRA ADVISES ME, THE DOCTOR'S PRACTICE IS EXILED, NOT KNOWING WHAT THAT MEANS SHE NEEDED TO PLACE ME ON 10 MINUTES HOLD TO FIND OUT. I ASKED HER TO PLEASE ASK A MANAGER TO GIVE ME A CALL WITH PROPER FEEDBACK BECAUSE SHE THEN WANTED TO OPEN A NEW ESCALATION!!! I THINK I HAVE BEEN A VERY PATIENT PERSON. AND I WOULD LIKE THIS ISSUE TO BE RESOLVED.