Fedhealth System Error... becomes my problem!

In March my daughter cut her wrist. We rushed her to the Medical Center as we realized she needed stiches. We had sufficient savings and on 31 March received our monthly statement showing that the HCP was paid. Now July, we have received a statement from the Medical Center saying that the account has not been paid. I called fedhealth to query. I spoke to a wonderful guy who admitted that there was an error on the system. But not to worry, just call back with the procedure codes and they will load the procedure onto an authorization number and pay it from risk as it was not my fault. He then also.said that the penalty fee would be waived as well. When I called back with the procedure code the lady took the details after I had to explain the whole story again. She gave me an authorization number and said that there was a penalty fee as I should have known that I needed authorization. After explaining my story a second time, she put me back to ccustomer services and the call cut off. I then called again in two days and explained the story again. No I am being told that I have to wait 5-7 working days for them to decide if they are going to pay the account from risk. My argument is that it was an emergency... I went to the Medical Center AND THERE WERE SUFFICIENT SAVINGS. The error on your system is not my problem. Fix it!