Unwilling to assist

I changed medical aids and got a new pmb careplan. I requested Lancet to split a code into two codes (same test) in order for it to be paid from PMB. I waited a week and a half with no feedback. On about my sixth request for feedback I was told by the agent she has gone to the back office and they cannot split it. What nonsense and I do not accept that. If that is what my medical aid requires to pay it needs to be done.