Horrible customer service from Bankmed

In December 2022, a dependent on my medical aid needed to see a specialist. I called Bankmed to find out if they would cover the full cost, and the agent I spoke to confirmed that Bankmed would pay out the full amount provided I had funds in my MSA, which I did have. The consultation happened, and I logged the claim, only for Bankmed to pay a small % of the cost. When I called in January 2023 to enquire, I was told that the agent I initially spoke to misled me and that the matter would be logged as an ops loss because the fault was with Bankmed (provided inaccurate information) and that I would be refunded the full amount I paid the specialist as a result. What has followed since is nothing short of a prime example of ********** customer service, ranging from agents to managers promising they will follow up and update me and then not calling back, to a manager telling me that they are waiting for someone to send an email to approve (for over a month). Since January, I have called Bankmed more than 30 times, but the problem has not been solved. The agents and managers make promises to provide feedback and then simply don't.