Not covering benefits stated in schedule

I sent a complaint to *** on the 10th of October 2023. I have received no phonecall and no email regarding my complaint. Pathetic service. If I could, I would have left Bankmed long ago, however I'm unable to due to it being a closed scheme. In the benefit and contribution schedule that is available on Bankmed's website, 35.2 states under the plan I have "100% of cost, limited to one frame pb every two years, via Iso Leso Optometry Network" 100% cover? Specsavers phoned Bankmed and they only paid for my lenses and I had no option but to fork out R2 797 for frames + extras otherwise I cannot see. First pair of glasses I got using bankmed and the last time I got a pair was 5 years ago. So Bankmed, why do you include and advertise a benefit in your schedule but don't keep to it? Why do I need to fight with you for the benefit YOU STATE you "100% cover"? Horrible. I don't even want to think about the headache I shall have next time I land up in hospital as It wont be the first time I struggle with you to stick to the benefits you provide. You will probably only cover the paper I sign to be admitted into hospital. Most useless medical aid in South Africa.