Why a written request with a callback request is a...

Why a written request with a callback request is answered, opens up to me not?

It's about copayments .. and in my case, this one was completed for a non-deliverable drug -Absicht ??

ME costs this money and the request for a refund was answered with a callback request ... = WHY should I waste my time in addition to my money with you?

THAT has nothing to do with service!