No Refund for PMB

I have a PMB for depression. After both myself and my pyschologist fighting with GEMS for months, Gems finally paid. But the same thing has happened again. This is totally unacceptable. I am a teacher and I can't afford to not be refunded. I have spent hours on the phone to Gems and constantly am given wrong information or get cut off. I need help urgently and need to be refunded. Please. I am desperate <br>