Dissapointed client

I'm very disappointed with the service and dissatisfaction that I'm getting from Bonitas. I called and asked if I can submit an invoice from a Dr for them to pay to her and was told yes, then I did that, two weeks later, I followed up on the payment, was told its still pending with no payment date. Thereafter, I followed up every second day with no satisfactory answers. On Monday, 20 June 2022, when I called again, I was told that the payment is pending since an authority letter from the Dr's bank is needed, but no one communicated that to me. Then I got the letter email it and was told payment will be made on 23/6/22. Today I called in again, after I received a message that the main member's banking details on the system will be replaced with the Dr's and I must submit documents....how do they got to this decision? I held for so long when o asked to speak to a team leader, I was told that they're in a meeting, then I asked to speak to the manager and was told that no senior person is available to take the call, however, the manager will be asked to call me back, her name is Ella Lethole, I'm to this moment still waiting, and got another email that the change of banking details have been submitted.

I'm so frustrated and shocked by the lack of understanding and incompetence demonstrated from this medical aid.

I'm not sure if I'm even going to be refunded the other money I paid and claimed.

Bonitas, you're failing your customers, you don't even deserve 1 start in this regard.