Unpaid oncology claim

Oncology PET scan claim not paid in full after full PMB auth given. I have followed up on this claim numerous times and the excuse is that the system can not link the code to the auth. What nonsense! There should be manual intervention to override the system and the link the claims and pay it! The member is held liable by the provider, even when the member did everything according to the rules! this is unacceptable and the member def does not need this stress after dealing with cancer. Their logo" family takes care of family" is LIES