Medscheme's pathetic IT department

I am a healthcare provider and find it absolutely pathetic that a medical aid cannot sort out their IT problems since the beginning of January 2018. Time after time I have to send the same claims in and no response/processing/payment. Apparently medscheme's system cannot find the ICD-10 code on our electronic claims. I even received an email from Medscheme via Switch informing me the problem is on Medscheme's side. I spoke to several call centre agents but clearly they are not trained to resolve any problems. The IT department was going to call me back on the 12/04/2018. I am still waiting and can assume that they will not phone me. I just had to email another 15 claims knowing that I will not get feedback. And there is no way that I will speak to a call centre agent again. My telephone bill is getting ridiculous high due to their in capabilities to resubmit claims.