Business ProfileforVision Service Plan

On 11/12/23 I filed an out of network claim with VSP for my husband's contact lenses. I've filed out of network claims for myself from the same business with VSP & had no issue. After not receiving a reimbursement for months, I reached out to VSP on 2/19/24 after seeing a notice in my benefit history that stated the status of the claim as "call customer **********************." I had not received any correspondence up to this point - no letter, email, phone call, etc. I spoke with ***** who was incredibly unhelpful & didn't understand my plan/the issue and provided false claims as to what was happening claiming my husbands contacts weren't "medically necessary" which is not true. She also claimed my plan changed which is true as it was a new year, however, this claim was based on the previous years plan. After being unsuccessful getting additional help, ***** claimed she would investigate & call back. After a week passed without a returned call, I emailed VSP on 2/26/24.***** responded on 2/27 with the following message: "I'm sorry for the delay in getting back to you. Thank you for bringing this to our attention. I've requested that *******'s claim be reprocessed, which takes up to ***** business days for processing, plus standard mailing time from **********, **********. Please note that with this Total Contacts Plan, there is $115.00 in coverage out of network, subtracting the $58.00 that was paid for the exam, leaves $57.00 remaining to be paid on on contacts."I replied to VSP on 6/7 after still no reimbursement. I received an auto response to call them. I spoke with **** who transferred me to ***** who stated it's a system issue & claims are held up but it's still "in processing." No ETA was provided & supervisors were looking into & ***** would call me back with more info. ***** did call me back and provided zero new information.VSP needs to be held accountable! I shouldn't have to continue to check on a claim made months ago to ensure I receive my reimbursement.