Bad feedback and no response

Both my dogs visit the vet. Afterwards I found out that if the pet receive vaccinations this count for their one visit for routine care per pet per year. My small dog receive dental cleaning and this is part of the routine care. My big dog had an illness - ear infection in both ears and they have told me that was finalised more than two weeks ago - still no pay out. They visit the vet 26 August 2022. I already send two emails and reload the invoice 4 times - they did not even come back to me or tell me they give attention to the request.