No contingency plan on service failures

I have sent through 2 claims which you rejected for whatever reason, but no one could give me a full list of requirements to go back to the provider with, I was first asked for this, then that which ended up frustrating the provider and I. Eventually, when you finally process the claim, you incorrectly pay it to the provider and process incorrect claim lines. I call and deal with a rude agent, Marina Abrahams, and ask to speak to her manager. Sami takes the call and very politely assists me and promises me to call me and have my request resolved on Monday, he also promises to call me and update me. Monday comes and goes and no call, and this from a TL. I then call in on Tuesday and deal with William, who was amazing and even called back as promised. And now because you all failed, my refund will only be processed next week, because you tardiness missed your bill run. This money I needed back before this week and was patient, I now need my money back URGENTLY which should be done as this is not you doing me a favor but rather correcting your several service failures!