Refusal to pay for doctor visit

I have been approved on DTPMB for N95.1. When I went to see my doctor today, Discovery refused to pay for the visit saying I "don't have a basket of care." However, my medications are getting paid every month and it is NOT a CDL. I contacted CMS who advised I needed a letter stating the reason why they don't pay for my consults. Discovery is unwilling to send me such a "non standard" letter if I ask for it telephonically, even though I've told them I did not have access to email at this stage. The last consultant I spoke to in the chronic department even refused to give me her name. My ref no for that call was ***. I have also requested numerous times that a MANAGER contacted me back. Still waiting... I would like to conclusively state that a Client Relationship manager is NOT a MANAGER! They are merely consultants with the word "manager" in the title to passify members who want to speak to a MANAGER. Discovery is busy s****ing the bottom of the bucket with their service!