Refuse to pay PMB claim from risk portion

I had a claim for a prescribed minimum benefit condition and discovery refuse to pay it from the risk portion, but paid it from the medical savings account instead. I have called many times and the call center is unable to resolve my query. They promise to call back but never do. They let me hold on for extended periods. They cut me off when I hold. The don't want me to speak to a manager. They do not want to listen to reason (or the person just don't understand). Apart from that they take unacceptably long periods to process claims and some do not even get processed. Their overall service is just very bad.