Not happy

On the 25th August 2015 my wife did some tests at the hospital and the pathologist sent the invoice to Gems of which the wrong code was used by the service provider since my wife is registered on maternity programme which resulted in Gems using funds from day to day and the account was not settled in full due to insufficient funds. I phoned Gems and I explained to them that the service provider used the wrong code when claiming for the service that was rendered on the above mentioned date and I was told to call the service provider and I asked them to re-send the invoice with the correct code, of which I did and they also confirmed to me that they did re-send the invoice to Gems, but when I call Gems they claim not to received such from the service provider then I asked the service provider to forward me the claim statement that was forwarded to Gems of which they did and I forwarded the claim to Gems. This matter has been dragging for the past 3 weeks without any update or explanation from Gems as to what is happening to this invoice from pathologist. When you call Gems, you will be told that it takes 5-7 days for them to respond to your quiry but in my case it was not the case.