Appalling service and claims processing

Claims have been sent to Bonitas accordingly on 8 January 2019 and 15 January 2019, the claim acknowledged and no further communication sent. I contacted the call centre and spoke to Mbali who confirmed that the claims had been processed to me but could not confirm the date, i asked Mbali to phone me back and she point blank refused to do so and told me that she cannot phone me back and then dropped the phone down on me whilst i was still speaking. Bonitas when sending out their claims acknowledgement emails clearly state: Expected query resolution time 5 working days from date of receipt excluding weekends and public holidays. My claim dated 8 January was processed incorrectly and instead of paying it to me was being paid to the member after being advised that the claim was processed to me. My claim dated 15 January was processed incorrectly after the call centre call with Mbali as well My claim for 22 January i have sent twice and i get an email today from Teboho that they have not received the documents. Bonitas really needs to get themselves in order, this is unacceptable, otherwise, please open the doors to psychologists claiming directly from you because you cannot keep messing up on claims like this without making customers angry and your process of sending all queries to the query box does not work, i am asking for the principals contact details and twice i get told send it to ********** Kindly consider the impacts of owing customers funds and taking over 20 business days to process, several times and i have proof of doing so, i have advised that i need to regsiter for school and require the funds back urgently and even went as far as providing my deadline date and asking for the query to be escalated and still you refund me on a later date than the studies, this is completely unacceptable, i will definitely be moving my medical aid at the end of the year! This is not service at all, please do not make like you are providing us with a free service, we are paying medical aid to you on a monthly basis. Your call centre agents also require ALOT of jacking up! I complained about Mbali and you do not even have the decency to call your customers back when bad reviews are received and they still have the nerve to say go ahead and complain, why are we complaining if you are not taking our complaints seriously? This is unacceptable and i will definitely not recommend Bonitas to anyone, EVER!