Bankmed is treating its clients poorly and it’s very disturbing. I want my money back

I was admitted to the hospital on 19 Nov for a procedure, prior to that I received a pre-approval letter title “what you need to know” the letter was basically informing me of what I am covered for. The letter clearly states that they pay a maximum of 7 days’s medicine supplies dispensed by the hospital upon discharge from the hospital benefit. On the 20th upon discharge I go to the pharmacy to collect my medication and I was told that Bankmed is not covering the medication. I immediately call the scheme spoke to Khanyisa she says it could be that my authorization is just for the 19th, she also mentions that it might be that it’s not on the formulary list she will keep track to see if the authorization number is updated. I’m on Bankmed basic plan with no savings therefore I cannot buy medication at the pharmacy with the medical aid as there is no benefit so how am I supposed to know that the is a formulary list. Secondly they sent me a letter with all the disclaimers and nothing was mentioned that a formulary list will be applicable, how is my Gynae supposed to know that there is certain list of meds he needs to prescribe post admission. I then sent an email to the claims department received no feedback, called and spoke to Cristine who said that it was an error and she will sent it for reprocessing she will call me back, did she call me back ? No. I called in and spoke to Matthew who did the same thing and said he is sending the claim to processing and I haven’t received feedback. Today I called and I was told it been sent to reprocessing people were on leave. How is that treating customer fairly. They are misleading clients and have poor communication. I’m still waiting for my refund.