Grievance department at Kaiser? (Charged for services not rendered)

Has anyone tried to go through the grievance department at Kaiser?

I didn't even know there was one until I one day I looked at a receipt for an office visit and noticed that a test had supposedly been done when it hadn't. I contacted the doctor about it and it went through billing, and it must have been a big deal, because I got a lot of papers about it in the mail. Kaiser refused to refund my office visit payment, despite the fact that they had not provided the service as documented.