No service from Fedhealth

My 75 year old Mom is a member of Fedhealth and needed to see a dentist. She made sure that the dentist, as well as the procedures, were on the MyFed guide therefore approved. First consultation Fedhealth rejected the claim. She needed urgent surgery and the claim was again rejected. She had to pay cash upfront as all the claims get rejected every single time it is submitted since August. NO help from the customer care centre as they blame all of this on their IT department and take no responsibility. No feedback at all! No service from Fedhealth!! Claims still not processed and escalated so many times. Funny no problem with taking the contribution every month?