As someone who has gone to the VA in the past, this is not surprise. They seem like they do everything in their power to get you to not use the VA. I sustained an injury to my shoulder while in the service and was hoping to get treatment for it but the hassle of dealing with the VA was not worth it so I just paid for whatever I needed myself.
I pretty much have 0 faith that anything we actually get fixed. This is just how large bureaucracies work by their nature and until people figure that out nothing will change.
This is exactly what private health care insurance companies do, so you won't use the short and long term disability they offer with their plans. When I went in for my hernia surgery a few years back, I was going to be off for several weeks. I asked in advance for the forms I needed to fill out, in order to get the short term disability they offered.
I received a mountain of paperwork that I had to complete, and even more forms for the doctor to complete. I completed them, as did he, sent them in, and I never received a cent. When I inquired, they returned the forms with areas circled in red ink, that, according to them, were incorrectly filled out. These were all simple, direct questions that were answered correctly by both of us. There was really no other way to answer them.
At that point I just threw everything in the trash, because by then I had returned to work. This is how the bulk of them operate. They simply make everything far more trouble than it's worth regarding benifits. I can imagine the government is ten times worse.