Customer Service Confusion

I am having trouble with customer service. I need to get in contact with a person/agency/branch regarding previous claims that are not still resolved, with another plan through BCBS (Anthem). I have spoken with Texas then California, then Texas and then she connected me (purposely) back to California. I then tried to call member customer service on my (2015) BCBS card, but all I received was ads--but no person or direction. There is much confusion between the different branches and states. Please contact me. I just want to resolve this but am not sure (and neither is anyone else) on who I should contact. Please please contact me. I am truly grateful for your time.