Unbelievable. New Claim and guess what, they ***** the doctor's payment AGAIN!!!!

I am absolutely floored. Another claim and again Discovery wants to use funds PROMISED to on doctor to cover a debt that is on my account because a fault of their own. I kindly point it out and I gt the below response: "Kindly note, before the claim refund for Dr Da Silva was released, you had an amount of R1 330.08 owed to the Scheme. The original amount owed to the Scheme totaled to R2 883.00, this was created on 05 January 2019. Since then, we received payments from which had brought the amount down to R1 330.08. Kindly note, even though a payment arrangement may be in place, we will still offset any claim refunds due from the amount which is owed to the Scheme. We refunded the correct amount of R3 060.22 for Dr Da Silva. I can confirm the amount which was owed to the Scheme has now been settled. Please accept my apology for the inconvenience caused. Have a blessed day."

Are you training your staff or do you just hope for the best?????