Worst service - still waiting for response

Worst customer service ever, escalated to them that I had two unknown claims on my profile, they kept reiterating the same thing to me that I had two claims on my profile dated this date and that date. It's like they don't read to understand, I said they are unknown instead of advising me on how to proceed or how they will assist me.

I finally gave them a call, the agent told me to send the email again and be specific and give them name of the doctor that is on the claims and they will escalate accordingly, I did that and provided screenshots and I am still waiting and no response. Which is over their 8 hours ETA. Something tells me they just closed the ticket, because the first 2 email I sent they rep**** within the 8 hours.