No communication with Fedhealth

I have a query regarding a Doctor's practice that has claimed twice for the same procedure on the same date. Impossible to communicate this with Fedhealth. Emails : you get query numbers (up to 3) but no one comes back with an answer. I tried phoning after not getting an answer on the email requests : the lady told me her child is crying and she cannot take my call now!!! Very unprofessional. I tried the Whatsapp line today, even worse. All I get from the person is : I do not understand the question. How can a member communicate with Fedhealth Medical Aid to discuss a query?