Zero customer service an account they confirmed they will pay in full, still unpaid over 1 month later

Shocking! I gave been sent from pillar to post chasing payment on an account which Discovery confirmed would be paid in full. 11 emails, 6 phone calls later. You cant speak to a person who can resolve it, the best they can offer is ' I'll put in an inquiry'or ' I'll escalate this' and all agree- yes you are correct it should be paid. But more than 1 month later, I am still dealing with incompetence on a different level. This is an approved hospital procedure. Is it time to get lawyers involved?