No Feeback on Claim No Joy from Discovery!!!

My doctor submitted a claim on my behalf dated 10 December of which R997 from that amount was supposed to be paid to me from my msa, similar to claim submitted dates 27 September where I had no hustles. When I realised that the full amount was paid the service provider I called discovery logged a query with them on reference ********** 384 dated 19 December. To date I had no feed back so I decided to call this morning to follow up and was told by the unsympathetic Lungelwa Ndati that my query was closed someone tried to get hold of me to give me feedback as I needed to submit proof of payment. I told her no one called me and she need to reopen or reply to the claims department tell them to do the same thing that they did with claim submitted 27 September for Dr Kruger. She refused and said I need to submit proof of payment. Now I dont understand why as 1 I never had to do that before and 2 the doctors rooms have already submitted the statement. I'm very upset and need this to be rectified asap.