I am sorry to hear you had this experience with a provider. I would very much like to know who the provider was so that we can follow up with them and address this issue. Also, if you would like we can make a recommendation of a provider in your area that will give you better customer service. As a Vision Plan, we contract doctors to be providers in our network but cannot control their staff, but we can act on your behalf to rectify the situation. We pride ourselves on being able to help when issues come up as they do from time to time with all Vision Plans. You can email us at oklahoma@visioncaredirect.com with additional details so we can help you in this matter. Thank you for your feedback!