Bad Service from Bonitas

My son had a procedure book for the 7th of June - his wisdom teeth had to be taken out. The first shock was the co-payment that I had to pay because that is Bonitas policy. I am still waiting for a manager or executive to phone me since Tuesday. I had to borrow the money otherwise my son couldn't be admitted. Before my son was discharged I got a prescription for antibiotics and pain medication. When I wanted to get the medication it was declined by the medical aid as I am in my gap cover. However I do have a TTO benefit, but because the dental (Denis) section of Bonitas approved the procedure Bonitas doesn't pick up the authorisation so the TTO apparently doesn't apply. Interesting that I tried to solve this over the phone until my airtime ran out and I am still in the line to be assisted by an agent on Whatsapp since Wednesday. Needless to say I had to pay for the medication. Even though the TTO benefit is available and doesn't show any exclusions, Bonitas makes up the rules that apply as we go along. I have sent a complaints to Bonitas about this whole situation on Wednesday and since no response on how this can be resolved. I do have the benefit available but it seems that Bonitas will decide if it would apply or not. There are no exclusions showing on the portal - it just states Medication - TTO (o discharge from hospital) - my son had an in-hospital procedure,, I don't care it was approved by Denis or Bonitas, as far as I am concerned they fall under the same umbrellas. You see, I pay I upgraded to a better plan that costs me money and then I still have to pay for thing sout of my pocket because that are the rules. Where in any of Bonitas guides or documents does it state that the TTO benefit only applies to certain procedures? The WA is a useless platform, as I have never had the pleasure of getting help, I remain in the queue. I log a complaint and there is no rush to get back to me on how this will be resolved. I know that an agent read my message on Wednesday after it was sent. Maybe if they see the post on Hellopeter they might respond, but I doubt it as Bonitas benefits are for their benefit to make money out of their members. There is no effort what so ever to see how they can help a member or resolve an issue. This is not the first time that an issue just slides and not being resolved. I am already paying almost 75% of my son's braces treatment out of my pocket because apparently it is cosmetic. It seems that when a motivation of an expert is sent in, Bonitas or any other medication aid still thinks braces or for cosmetic reasons. It is mind-blowing how consumers are bul**** by medical aids.