********* business processes

So I sent in a complaint via email Last week Friday as the medical aid was suspended whilst payment has been received. This unprofessional rude lady from the complaints department calls me doesn’t even want to listen to me wants to tell me that the email that is sent is for cash customers when I ask her to clarify she tries to lie. I don’t like lairs so I told her I need to speak to a manager and she said no managers are available. Really instead of Fedhealth looking at correcting thier mistake they send someone to lie to me. Unexpectable behavior at all. They say u have until the third before services are suspended yet they don’t stick to that. My money was not refunded as per what I was told was the policy.