Service sucks

We joined Fedhealth a number of months ago, I am on chronic heart pills which should be paid by the scheme and not come from our savings, guess what they *****ed that up and took it from out savings. My wife fell and hurt her back when they did the x-rays we had to pay as the savings was depleted due to above reason. She was referred to a back specialist and we asked for a e-mail stating the way forward which up to date has not been received. I contacted them regarding the upgrades for 2019 and was told they would phone me on 12/11/2018 and guess what..still no phone call to explain the new upgrades. Is it so difficult to provide decent service to your clients as they are paying huge amount of cash for your salary each month.