Terrible customer service

Discovery Healths customer service has really deteriorated. I have never had a problem with submitting claims in the past, until now. I submitted a claim from a provider that advised us that they are not contracted with Discovery. That we had to pay upfront and they would email us the invoice to submit the claim to Discovery. Which I did. I then received a message to let me know that payment would be made to the provider. I called in and spoke to a consultant to let her know that it shows on the invoice from the provider that there is nothing owed to them because we paid it. She told me to look for the receipt I received when I made the payment with my card and send it through to *** , I asked her if I need to resubmit the claim, she said no. I asked her if she has a reference number for me to put on the email, to let them know it is an adjustment to a claim that was already processed, she said no. That I must just write the service date of the claim on the receipt and the claims department would know. I thought this was odd. But did as she said. Now I receive an email advising me that I sent my claim to the wrong department and I must submit my “new” claim to *** . I can not understand how the consultant does not seem to know how the claims process works and could not give me a reference number for my call or query to put on the email. And also how the Claims department could not even assist by looking at the email sent. And how is Discovery making payment to a provider who is not contracted with them. Or is this a way to not pay the claim?