Claim paid to provider not member

I am extremely disappointment with the claim process of Keyhealth. I have pre-authorization as a PMB, but as it is a cash practice I paid them and then claimed back via e-mail and clearly stated to be paid to member, with the receipt attached. I then received an e-mail that the claim was paid to the provider and on the same day emailed back and informed Keyhealth of the mistake and that they must reverse the claim. This was not done, and they ignored my correspondence and paid the provider anyway. On the 21st January on live chat I again raised the issue. They said they will give instruction to reverse the claim. On the same day at 8 pm the provider informed me she was paid again for the same service that was already paid. This is not the first time this happened. If they read my first email properly this would never have happened. How can Keyhealth make such a mistake? Don't they read correspondence properly or just don't care?