^^^^^^^ This is a brilliant idea!! They have to have some sort of patient advocate/ombudsman. Find out who that is and get them involved.

Kaiser had a reputation for this kind of thing in my town a couple of decades ago. I did not know it was still a problem. Thought they had solved all that. So sorry you are dealing with this.

That said, please do make an appt., regardless of how far out it is, so you are at least on the books.