Gems refusing to pay a claim

Claim for authorisation number ***0 for services rendered on the 18th of February 2016 is being refused to be processed. Medical number *** option Emerald . The claim was captured twice and incorrectly by gems, first it was captured that we have already made the payment to the service provider and secondly it was captured that they will pay the service provider. I have called Gems several times asking them to correct it and they promised it was rectified and the payment to the service provider will be made. On the 26 April 2016 I called Gems again and I was put on hold for about an hour Gems team trying to solve the matter. I was then transferred to a senior by the name of Mawande Adams in the dental department and he told me I have to make the payment to the service provider and send the proof of payment to gems to refund me, I then asked him if he was aware of the amount and he said yes there is nothing he can do to overrule a decision made. The total amount is R35 926.00 where am I supposed to get this kind of funds? The service provider has been sending e-mails that they have not received any payment and we are now in May. Friday the 29th of April i called again as i have been receiving messages from gems that the claim would be processed on the 29 April 2016 and i was told there wont be any payment going through. Kindly please assist.