Unhelpful call centre agent

My son was admitted to a day hospital for a procedure on 15 August 2025. I duly obtained the pre-authorization from your agents. During this interaction, the agent informed me that I should submit the prescription for post-operative medication on the same day at the hospitals dispensing hospital, a Clicks, Dischem or Checkers pharmacy. I was told that the medicine would then come from my hospital benefit and not savings.

This was then restated to me when I later called to move the procedure date, and again when I needed to add an additional ICD code.

However, when I went to the hospital's dispensing pharmacy, on the same day, to fulfil my post-operative script, I was charged almost R1000. On Saturday, 16 August, I called your call centre to clarify why this was. Unfortunately, the agent who answered my call was not very helpful. Jess was frustrated with my understanding of the provision; she explained that this policy only app**** to in-hospital medicine and not for post-operative medicines from dispensing pharmacies. Eventually, she promised to listen to the calls I referred to and revert. She said she would listen to the call on Tuesday and contact me between 14h00 and 15h00 on Wednesday. Needless to say, she never fulfilled her promise.

Here is the substance of my complaint/frustration: why was the medicine not paid from my hospital benefit? Why was Jess frustrated with me for questioning this? Why could Jess not assist me by listening to the call on the same day that I called (Saturday)? Why did she not call me back as promised?

*** - this is the reference Jess gave me for our call on Saturday, 16 August at 11:39