Poor communication between claims and PMB department

<p> </p> <p>I have been taken back and forth spending a lot on calls without the accurate assistant. I would expect a good link between different departments/units of the same organization. I sent my complaint tot he complaints department but the complaints department does not even help or bother to update me if they are investigating my issue.</p> <p> My mom was allocated 4 PMB Physiotherapy benefits from Ambulatory PMB Unit. I only started to take my mom to physio on the 19 of September 2016, followed by 03, 10 and 17 October 2016 and 10 and 24 November 2016. GEMS paid from her day to day benefits until the 17th October, and short paid the account on the 19th September and did not pay the account for service date 10 and 24 November. I called and notified that my beneficiary has PMB benefits; after that, the accounts were sent for PMB review. I have since tried to call and ended up paying the amount 1245.62 owed to the practice because they wanted their money. All of this happened in November, and to date, I have not received adequate assistant.</p> <p> I later called the PMB department and the consultant was saying we exceeded the benefit allocated. No one can explain to me how we exceeded my mom's PMB benefits regardless of the fact that until the 17 of October her consultation was deducted from day to day balance. The PMB department only approved the account of the 19 of September. where did her other 3 physiotherapy benefits go to? No one can explain to me. My phone bill skyrocketed since November because of GEMS. </p>