Bad customer service costing money

I have always had good service from Bonitas, but recently I went abroad for work for 7 months. Upon returning, my savings was depleted and I had to pay in extra when visiting the doctor. This did not make sense as I had been gone for seven months and could not have used up my benefits. I phoned the call centre: First of all, the "toll-free" number is actually more expensive to dial from a cell phone and the operators take long in between questions. So it is quite a frustrating exercise. Upon my first call, I was informed that my chronic meds, for epilepsy, had been deducted from my savings: This should not happen. I expressed upset about this and was transferred to chronic medication, here I was informed that the first person was misinformed and that my savings was depleted due to the fact that all members on the fund now share one savings account - fair enough. I wanted to know if I would have to pay to see my psychiatrist the following day, she prescribes my epilepsy meds and I was transferred again. The phone call cost me quite a bit. Here I was first told that I would have to pay the psychiatrist. I expressed my outrage and after some typing sounds, I was informed that I would not have to pay cash, but that it would be put under chronic. I asked whether this had always been the case and the previous answer was wrong, or, whether my psychiatrist was now miraculously on chronic for the first time. I did not receive an answer. My psychiatrist has always been under chronic, but seeing as I had to pay in for a mere doctors visit, I felt unsure. I asked that the operator (Sibusio) please e-mail me proof that my visit to the psychiatrist was cleared and send me the reference number for this. He promised to do so, but I have not received a mail yet. This kind of bad service has to stop. Since being back in South Africa, I have found that customer service has deteriorated grossly across the board.