In competent Call Staff Agents

I called the Call Centre to ask if I needed a referral for an Ophthalmologist. They provided me with an alternate number and requested that I call them, as they handle all the Optical queries etc. Upon calling them, they advised that I should Call Bonitas!!! Talk about being the ****** in the Middle. The call centre agent then advised that a Dr's (GP) referral is required to see the Ophthalmologist, this was done and authorisation was approved by Bonitas. I received a call this morning from the call centre advising that the Previous two agents will be undergoing training as they advised me incorrectly regarding the Specialist Referral as well as the benefits which are available to me. I know have a Bill to pay at the Dr, which I have Not budgeted for. Furthermore I was advised incorrectly by 2 Agents!! I have has Several other incidents like this where the Call centre agents are not Knowledgeable with the Benefits. This is truly extremely bad service from your side Bonitas, yet you advertise on Radio as to how Good your scheme is!!