Bad and non-payment of legit service for clients,

Sometime in October/November 2017 my 3year old son was admitted at the Hospital in Gauteng. His doctor requested some tests to be done on him and Vermaak & Partners Pathologist conducted the tests. Apparently two tests were requested and Bonitas only paid for 1. An account was sent to me around August 2018 by the pathologist for settlement since "my medical aid" couldn't pay it. When I forwarded it to Bonitas seeking answers as to why it wasnt settled I was asked for a motivational letter from the doctor who was helping my son. I did request the letter and submitted it together with the unpaid account from the pathologist. To date no one can give me feedback nor answers as to why the account was not paid, I even had to settle the account from my own pocket while monthly I pay the medical aid premium without a hustle. I have forwarded my accounts to the likes of Annita Matshoba, Hloniphile and Stephina with no luck or feedback whatsoever from them. Not 1 single person has the courtesy to explain to me what should have been done or what needs to be done for me to get my refund and to avoid such hustle in future and yet they claim to be good in handling claims!!!!!!!!!!!