bad customer service

consulted last year October till today payment not yet been done paid.they always tell me system error since and they request payment again since last year same story. even today thats what they say"system error will send claim for payment".the kind of service we getting is so bad as if they are paying premiums for us.received email on 30/04 this year confirming that claim for October 2018 is processed.currently am fighting with my GP regarding refund as I paid cash for the consultation. he is saying he was not paid.