*********** and unprofessional agents

I was chuffed when Bonitas introduced a Whatsapp number to get assistance. To my dismay, the service isn't quite helpful. I always battle with the agents, they barely respond and then end the conversation without assisting you with your query. Why have the platform if you won't assist? I honestly don't understand how this works. Their service is very unprofessional and this is not the first time I've had issues with them. I don't know if the people are just *********** or that's how Bonitas does business. At this rate, I'm thinking of canceling the medical aid because they don't even pay for so many things then why should I pay so much money monthly. Recently they didn't even pay for my COVID-19 test, I mean really???