Rude customer service and they don’t refund you for claims

Absolute nightmare to get a refund for a consultation to a network doctor, had to pay the consultation fee out of pocket because apparently that’s how it works regardless of him being in their network.

I then started claiming the refund via email since February to date it’s still not paid. When i contacted their customer service the lady was very very rude and impatient, she kept saying there’s missing documents but when i look at my sent emails the documentation is attached, she kept shutting me down and telling me off at some point I had to ask her to please be patient and listen to what i am saying. I really felt bul**** for just requesting a refund.