Request for PMB Benefits Declined-Customer Centricity Non Existent

As long standing members of Bestmed (38 years) experienced our first major medical event that resulted in an involuntary admission (PMB) for my Husband 25th January 2021. (Member Liable) R14 804.18 for the hospital and R2149.75 for the anesthetist. All Doctors charged Scheme rates. Effective 11th February have communicated both in writing, telephonically as well as the live chat portal. No effort whatsoever to assist Members, repetitive answer=Member Liable=Request for PMB benefits declined. All Schemes have rules, yet the manner in which this event has been handled is appalling, transferred from pillar to post, with no team leader, supervisor or manager investigating this PMB event and/or making a courteous effort to provide comprehensive feedback. After 38 years of membership do not feel like a valued member at all.