Poor communication

I have been waiting for communication from GEMS regarding 2 queries.

One of which was a trauma claim that I was advised would be paid in full as it was an emergency. However, the account has not been settled and after requesting feedback from GEMS, no communication has been made.

The second was a claim that was taken out of the incorrect benefit. It was supposed to be taken out of the audiology benefit but instead it came out of the day to day benefit despite having funds in the allocated benefit it was taken out of both day to day and audiology.

After requesting more information about this about 2 weeks ago, no communication was made.

When we request a call back, they say it's not possible.