Horrible client service

The fund doesn't want to pay my hospital account for february which was short paid by R10 000 for codes that were not on the authorization. After i received the account, I contacted the fund and the hospital which the hospital assured me they updated the authorization and the last update was sent to the scheme oh the 10th of April. I have been calling the medical aid ever since to sort out the account but the agents dont seem to know what they are doing and they making empty promiss that they will get back to me with no feedback until to date.One of the agents even sent yhe account for PMB review, for What??? Query numbers for all the calls that were not responded to are 190422QNTN5, BON***1, 030522q3406v, 140422q2LOZ. Must we go to CMS for our queries to be resolved???