Shocking customer service over PMB

My husband broke his ankle very badly in December 2014. He needed Physio. Discovery ********ly declined to pay for his Physio twice until we got the Medical Council involved. They approved the PMB on 15 June. My husband started Physio in January and paid the Physio himself and funds came partly out of savings. We are still trying to get a refund from these past sessions. We have phoned countless times only to get told a completely different story, promises to phone back from your staff / supervisors have not happened. We have logged numerous disputes. Now the Physios account has been debited and no-one can say why. The money that was paid came out of savings. It needs to be paid out of PMB but it seems no-one at discovery has the intelligence to sort this out. I eventually asked to speak to a Client's Relations person, Isabelle Koffeman. She is trying to assist however it has now been 3 weeks and no final answer as I am told she is too busy. The treatment we have received as classic comprehensive clients is absolutely shocking! Your staff are completely ***********. This should've been legally covered from the start yet now we sit 9 months later with no resolve.