Refund issue

I'm tired of the claim going back and forth, call centre agents are not helping at all, been calling and calling but getting different answers, claim still in process, there is a problem with the system, icd 10 code not linked, the call centre agent even told me to link the authorization myself, how do I even do that? I'm not clinical and not working for Med shield to know their processes. I paid cash R1800 to my gynea on the 16/08/2018, submitted paper claim. only consultation was refunded an amount of R394. Spoke to multiple call centre agents and not sure what the hold now. I need to be refunded for the scan code as well.