incorrect approval amount for external breast prostheses

Im writing on behalf of my practice: Practice no: ********** member no: ********** 9715 a quote and motivation was submitted to ********** The approval was received and only R5000.00 was approved. The patient is on the highest plan Bon Comprehensive! This is impossible as the pasient has R52 000.00 available in her external prosthesis benefit. This is the first time that a pasient of ours has been limited to R5000.00 benefit even though they are on the highest and most expensive plan I have called the customer service centre, only to be told that the patient is the only one that can enquire this obvious error. here is an example of a patient that is on a LOWER PLAN (standard option) the same tariff codes where used and the whole account was approved in full to be paid from the external prosthesis benefit. member ********** 7327 Please review this case urgently as the patient is a bilateral mastectomy survivor and she currently doesn't have any prosthesis.