Pathology account not being processed in a timely manner!!

I have sent Fedhealth various email with regards to a pathology account to be processed. The Dr's office sent me an account that is password protected. I first emailed the account with the password to open the document in the body of my email, couple of days later I phoned in to find out why the account was not being processed. The reply I got was that the consultants has never seen a document that is password protected and that he does not know why the Dr is making is job difficult?! He promised me he has sorted out the "password" problem and the account will be processed. This was Monday the 29th of October, I also submitted the claim again without a password on the same day. My 1st submission for this claim was on the 08th of October 2018. Why is this taking so long?