FedHealth Claim Incompetency

I have been trying to get Fedhealth to pay 2 claims from last year Aug & Sept that I took my kids to the chosen service provider, they say I didn't take them to the selected service provider but to another doctor. The doctor they have on record as our selected service provider is my Husbands docter. The kids have their own preferred service provider and there is a voice recording of us selecting doctors that I have asked them to listen back on, but still no action. Sad & Disappointed by the Service