Bonitas , Service getting worse and worse.

I am forced to use Bonitas as I am retired and my previous employer pays part of my subs. The service from Bonitas is disgusting and getting worse. I recently had to have a shoulder replacement operation by Dr Bhagwan ( I live in Pietermaritzberg) and I notified Bonitas Hospital approval about a month prior to the procedure about the operation. Although I kept chasing Bonitas for their approval, the day before the operation was due I still did not have their approval. Eventually I went to the hospital and they phoned Bonitas and eventually they got the approval. The operation was a success but like most operations one has to go to the surgeon for checkups. For my last check up the account was sent to Bonitas for payment. Bonitas refused to effect payment stating that I was not referred by my doctor. Please bear in mind this was after after having an operation that they had approved. I then emailed Bonitas advising them of this. Eventually I received a reply except they were referring to the anesthetist who was also a Dr Bhagwan. Surely when Bonitas get a query on an account they check the practice number and one would hope that they would check your records about the operation before stating that you require a referral from your doctor. So here I am getting dirty letters from the surgeons accounts department whilst Bonitas just mess up , waste time and dont do their job, In order for Bonitas to know who I am my medical aid number is ***