Misinformed and no feedback

I called the scheme to query my optometrist account paid from my savings because i do not have insured benefits as its granted every 2years. i spoke to Ricardo on the 28 Jan who informed me that, i can send the invoice and account will definitely be paid from my savings pocket. Today i called to do a follow up on the progress and i was informed that the payment will not be done at all and no one has bothered to provide feedback, the lady i spoke to told that i must speak to PPN. i refused because a query should be dealt with internally and ensure that the client is informed. My question still stands with the scheme what happens when with my savings if you refuse to pay and yet i am in dire need of the glasses.