Bonitas medical aid BURDENING member with Ampath testcodes

Bonitas didn't pay urine tests done at Ampath that Dr sent through without a motivation letter. How is it now the loyal paying member of over 20 years' duty to suddenly pay the Dr for a motivation letter that should have accompanied the tests I. First place? Have been trying to communicate for weeks now. Their watsupp helpservice is a joke and there 0860 nr is to expensive to use. Now I still have Ampath breathing in my neck for money because of testcodes not covered and motivation letter that I as member have no knowledge of. Bonitas! Why does the burden now fall on the member?