Account sent to PMB review team which does not exist or does not work.

I have been trying to get a claim paid since November 2019 and have got the run around every time I have phoned since then. I have had call centre agents tell me I do not have cover for that portion, which I do. I have benefits available but they did not pay half of the claim because the wrong ICD10 codes were used for half of the account. This was eventually picked up when I asked to speak to the team leader in April and a corrected account was went through by the practitioners. I was told the account was sent for PMB review in April and it would take 7 to 10 days. I have phoned every two weeks since then and been told the same thing. I have asked for the case to be escalated twice which I was assured it had been. When I phone again they can see that it has been escalated but nothing has happened so what is the point of escalating!? I have been told that they are taking longer because of Covid. I phoned again on 18th June and was given reference number ***(the most recent reference number in a long list) and was assured that that call centre agent would print out all the documents and walk with them to the team leaders desk, follow up and then call me back the next day 19th June. I did not receive a call. I called again today 22nd June and was, once again, told that they can see the case has been escalated and it takes 7 to 10 days!! It has been taking 7 to 10 days for two months!! Does anybody except the call centre agents actually do any work there? This is absolutely ridiculous and unprofessional. In the mean time the service provider is threatening to hand my account over to the lawyers. I see that Universal health care response to other reviews on hello Peter is that they advise the reviewer to contact them via Facebook? I WILL NOT use Facebook to do business. How does one get these issues resolved!? They have all my details O have contacted them every two weeks for 7 months and have got the same respect new everytime.