GEMS *********** service!

I suffer from a diabetic eye disease which I was diagnosed in April 2021. There is no cure for this, so it's for life. According to the PMB for diabetics, I only have 1 visit per year to an ophthalmologist. However, I have been going to the ophthalmologist consistently since April last year and they have made full payments. So what a surprise when I went to the ophthalmologist in October only to find out that they did not make full payment of my previous visit and the last was not even partially paid. I have been trying to speak to consultants at the call center. First of all your lines are very poor, I can hardly hear anything and than they send you from pillar to post without any help. I have heard them saying that my funds are exhausted, what I want to know is where do I lodge a dispute, since my eye disease is not going anywhere and I can't exactly tell my eyes to stop bleeding while I wait for January to roll around and by the way, I need another eye injection in December, what must happen GEMS, we pay a huge membership fee every single month! My ref is MH***7, my contact is ***.