Unicare rude customers service rep; case worker incompetent dearborn Michigan

Called my caseworker to notify her that my medical leave was extended. She told me that their system was down. She asked me several questions then told me  that she would contact the physicians office the next day and update my status. I received a call two days later from Ms. Guzman telling me that i failed to return to work. I was stunned. I reminded her of our previous conversation and informed her that I was scheduled to see a specialist the next day. I questioned her to clarify that it was her that i had spoken to. She then proceeded to make it appear as though i had failed to submit the necessary paperwork to  be approved for medical leave. She asked the name of the specialist. When I proceeded to spell the name for her she said never mind I dont need it. I will call your physicians office and get the info I need. 

I phoned Ms. Guzman the next day and left a msg with another service rep for Ms.Guzman. I informed her that my medical leave date had been extended beyond the expected date again by the specialist. Ms. Guzman phoned me the next day and told  me that she was denied medical info and i needed to sign a release form. I went within the hour and signed the form. I informed Ms. Guzman by voice msg that I had signed the form. This was done on May 17th. I received a call from my specialist  office saying they needed a fax number for Ms. Guzman. I called Unicare only to discover that Ms. Guzman hadnt call the physician office to gain info needed when I first informed her about my leave extension when the system was down. I was treated rudely and told that Ms. Guzman wasnt taking any phone calls. I asked to leave a voice msg and was told she turned her voice msg off for the day. I tried to get assistance from the service rep but she was so rude I hung up and called back. I then got a sweetheart rep name Pam. She listened to my complaint and then I asked to speak to Ms Guzman's manager. I was given her name and was told she was in a mtg. I left Manager Denise Rose a msg. Ms. Rose returned my call within 15 minutes. She wasnt interested in my complaint about Ms. Guzman. She told me she would follow up with the specialist. Ms Rose called me to tell me she left a msg with the adm asst. Needless to say I have left several since for Ms Guzman only to never receive any return calls. After not receiving any benefits for 3 weeks in a row. I phoned Unicare. You guessed it. MS Guzman is not available.  I learned that Ms Guzman has put a note in the system that she is waiting for info from the specialist office. Needless to say I have requested the info that Ms Guzman says she had been waiiting on so that I can personally deliver it to her superior. I have requested a new case worker who works and not make excuses. Unicare needs to investigate some of their employees and improve their customer service skills. Ford really does need to find a better company to handle their employees medical leaves.