TERRIBLE CUSTOMER SERVICE

There's a claim for a patient from 05/01/2016 which is still outstanding.Everytime we call the optical dept we are told someone will call us back and to this day , 3 months later no has resolved the claim.Member number ***, Patient Dep 04, DOB 10/11/1994, DOS 05/01/2016.Vuyo confirmed benefits on the 5th Jan and now the claim is rejected because the patient doesn't have funds.These are the references we were given on different days. vuyo 4665 , then the second ref Marles 140300, next Jenifa 01/03/2016, next 160437 Vuyo, next Nandi 10/03/2016 and the last person we spoke to is Candice the supervisor(on 10/03/2016) who promised to call us back to this day.This claim is now goint into the satle period and no one from the optical department has had the decency to call us back as promised to resolve the matter.Why does someone confirm benefits when benefits are unavailable and why do you guys make empty promises to call back yet you know very well you are not going to call .I don't understand why should service providers be treated like they are doing patients a favour , we have rent to pay and families to feed.I'm utterly disgusted by the service the Gems call centre is giving