HealthEquity WageWorks review: Denial of fsa reimbursement

This company just took over handling my employer's FSA. They have denied three times a reimbursement for Hormone Replacement Therapy. The prior administrator reimbursed this expense for the last seven years based on the same documentation I submitted to HealthEquity (a letter from my doctor, a receipt of payment, and completion of a medical necessity form). They lied to me multiple times, even telling me that menopause is NOT a medical condition because it is a natural occurring event and that she would submit the denial ticket for reversal, processing and payment. This, too, was denied and they did not provide any notice of this third denial. When requested, they said that it was an "internal" denial and that they don't have to give me notice of the denial or why it was denied. I called the IRS and spoke to a woman in the expense department and she referred me to the IRS publications regarding FSAs, qualified expenses, and told me that the documents I provided to HealthEquity was "sufficient" "substantiation" and should be reimbursed. I am tired of this company acting like these funds are theirs instead of mine. When I talked to a manager today, they would not put anything in writing nor would they give me direct contact information for the manager I spoke with, Angel S. Please advise how you can help.