Medshield incapable of resolving queries

Besides process a normal claim, the staff at Medshield are not able to handle anything more complex. Eg. They could not cope with my son and I using the same email address. Claims clearly marked with my name and membership no. were processed and paid to him as his name came first in the alphabet. I have to resort to hellopeter every time there is something beyond a normal claim. This time my dentist apparently let his registration with Medshield lapse. It is now sorted out. I even sent a copy of his registration to Medshield membership AND complaints. It seems no one is capable of reprocessing the claim for 6 October. I just received another remittance with the claim not processed. Why ?????