Bonitas just a money making scheme

I signed up with Bonitas 3 years ago because I needed to go for a neck surgery. I was told that I needed to go for back and neck therapy first. That didn't help so the surgery was necessary and urgent. Bonitas then approved pmb for me to have the surgery done I called in a few days earlier to check if the surgery was going to be covered and the lady told me yes as far as she can see everything is covered. I go for the surgery and start getting bills in January. Called Bonitas and they said to me tell the doctor to amend their quotes to pmb codes and gave me the codes to give to them. This took some time and Bonitas still didn't cover a portion for both doctors. I call again and they tell me the doc wasn't a network doc. I owe close to R30 000 to the doctors who did my surgery, they say they sent me a message and an email before the surgery. Firstly something as important as this you should call your clients. It's seems to me Bonitas will try save money where ever and how ever they possibly can. I have called them so many times for my neck using the same doc.. Not once was I telephonically advised that the doctor I am using wasn't a net work doctor. I pay Bonitas, it is their duty to make sure as a client I am aware and also happy. But I constantly call for help and get no assistance. Last call I requested the call where the lady said everything for my surgery was covered and proof that they sent a mail and an sms. A mail was sent but only if the document. That isn't proof that a mail was sent. Please help me I am stressed about this money the doctor wants to hand me over because this bills aren't paid. I want to also cancel with Bonitas and want to be on a medical plan where I and my family actually matter and that we not just a business for them.