Not happy at all

I don't even know why they have an emerald value option when it's not accepted anywhere, my derma started making pay cash and then claim from them(with a referral letter) but i hardly get half of my money back and when you call the call center their consultants are so rude and they look for any excuse under the sun not to pay back your money. i had a referral letter from our nominated GP but they told me that it wasn't from his practice and yet his stamp and practice no were on it, i's sickening really