In network hospital choice

I logged another query via *********** and ***********. The auto generation of reference numbers seems to work perfectly, 280224Q2TPHM, 280224Q2TK2B , but they are of no use because there is then no way of following up on these, even calling and using your menu is an absolute nightmare. I have app**** for a hospital pre auth which was approved except for a co payment because the hospital, netcare waterfall is not in network, and yet when i check on the Bonitas website, it is?????also i did not select a new plan to change this as it is one of the closest hospitals to me. Please provide clarity.