Disgusting customer service

I have been dealing with your call centre agents for the last three weeks to complain about a fee charged when my 5 year old and 2 year old were admitted to hospital to have teeth surgically removed. We had to pay a fee of R1500 on admission for each child. I asked the call centre agent if there was any way we can avoid paying this huge amount. The response was to go to a day clinic, which we don't have in Kimberley. I feel that was a very generic response which shows lack of compassion for your customers. I asked how i could complain to the senior board, I was told to send a letter of complaint to enquiries@bankmed, I did that, and once again my individual concern was not addressed and received a generic response that was copied and pasted from your policy. I am well aware what your policy is, I am unhappy and disappointed by your policy and would like it reviewed for my own personal situation and to be treated like a customer and not a number. What do I need to do?