Pathetic service from Discovery Health

I paid the service provider cash and submitted my invoice for reimbur*****t in early December. Instructions were clear to reimburse Member. The funds were to be paid from my 2020 savings account. In January the service provider and the response from Discovery is that the matter is closed as payment made to SP. The onus is now on the member to approach the SP for reimbur*****t. Another cash payment made to SP in January 2021, its now 3 weeks, and i am yet to receive a response and reimbur*****t from Discovery.