Super poor service and confusion

Dear claims department, COVID is no longer an excuse for poor service! I send you an OT claim for our daughter and then you process it against my name. When I send you a note to fix it - your whatsapp bot is also not clever enough to resolve this query - then you send me another long encrypted e-mail that I must submit the claim. You mos generated a reference number when I submitted the claim - look at that - or are the numbers just to look impressive. You did the same for our son's OT claim - you also processed it against my name. LOOOOOOOOK at what is on the claims and process them correctly and stop wasting my time to send and re-send information to you to correct your messes.