No payment on approved benefits

I am a member of the Bonitas Medical Fund and on the Primary option

My wife was taken up in hospital on 15 January 2018 for a back operation.

Authorization for the internal prosthesis was given on 2 January 2018.

The whole hospital bill was paid by Bonitas, except for the internal prosthesis that was approved on 2 January 2018.

Everytime I call I get different feedback: • 22 Febr 2018 - an escalation was done, still waiting for the feedback (220118QMKGYZ) • 26 Febr 2018 - there was an IT problem that had to be resolved within a day or two • 2 March – still an IT problem but will be resolved by 5 March • 5 March – they are busy with TAX calculations but everything will be resolved by 9 March • 5 March – I was called back by Bongi Ngedle, she apologised for not providing feedback to me, but promised feedback by close of business – NO FEEDBACK RECEIVED • 12 March – system off line, someone will call me back before close of business • 12 March - I’ve send an email to Bonitas and received the following feedback and ANOTHER QUERY NUMBER: 120318QNH53S