Bad service for service providers

Well, since december i have been sending motivations through to GEMS and to no Joy, You get an automated response from their enquiries email to acknowledge receipt of your email but at the contact centre no one sees the motivations. I have submitted 3 motivations three time to GEMS and now patients are calling left right and centre asking whats wrong and when you tell them to talk to their scheme, they find no joy. We used to get email notifications for approved and rejected claims and motivations, seems that system is also down... IF something is escalated, as a service provider you need to update even if its once a week to say \we are looking into your matter.<br> CAll centre frustrates the hell out of you...HOW CAN WE MAKE YOUR DAY WORSE (GEMS new slogan)"