Medshield knocked down by bad customer service

I believe if there is a weakness at Medshield it is at their customer service who does not have the competency or just doesn't care to help. I struggle to get through to them and explain that I am waiting for a claim to be paid out, the more they tell me it already paid out ....the more I tell them to look at the account it's my wife's account and not mine. We are both at Medshield but have a separate account.