Poor customer service

My membership number is *** .Im very disappointed at the service i have received while adding a depended on my medical aid. On Wednesday i added my spouse on my medical aid as a dependent and decided to disclose a suspected appendicitis from the doctor it wasn't confirmed as we were given a referral letter to go to Baragwanath for further investigation .i uploaded all the information and was given an offer with conditions based on in suspected diagnosis.i accept the letter and went to Baragwanath and the mention diagnosis on the application was cleared as Normal.so i then requested a reconsideration on the conditions of the offer letter for that specific diagnosis that was cleared i was asked to send a report and ct scan as proof.all of that was submitted yet your underwriter is requesting reports on diagnosis that my husband never went to hospital for according to my understanding all is cleared hence my husband was not admitted but rather discharged from hospital..so should i now go back fourth to the hospital to request diagnosis for thing not referred to hospital for just for a reconsideration for appendicitis condition on the offer i accept already ???? You gave me an offer based on suspected condition which was not confirmed yet now that i gave you info to confirming clearing that specific condition you are taking back and fourth like a lunatic. Did i make a mistake by being transparent and mentioning a suspected diagnosis which was later cleared ?? Is this how you treat your client ?i have used Bankmed for years now and have never experienced such service