Pathetic Customer Service

I am posting on behalf of my parents, both of whom are retired. Absolutely pathetic customer service from Bonitas, as both my parents had a specialist appointment in February of this year and we only managed to get the authorisation number in March, as they were initially told by Bonitas that they had changed the service provider for the Boncap option to PHA and that no authorisation is reqd, needless to say, it is reqd and took a month to obtain. So after numerous calls and emails and a visit to the walk-in centre, my dad's claim was only paid out last month and to date, my mums has not been paid as yet (22 June). We were also told at the walk-in centre, that neither they nor us has any direct form of communication with PHA, apart from email, which I find odd as how could Bonitas not have even a contact number to call them directly, esp since they are administering on behalf of Bonitas. The call centre was also unable to assist, as all that they can do is escalate the matter and pass it on. After emails, every day, all we get a response email acknowledging my email and provide a ref number? How difficult is it to pay a claim out, esp when all the correct procedures, as set out by Bonitas are followed...The number of reference numbers I have regarding this is absolutely ridiculous, as 10 different people respond with all giving 10 different responses, instead of just reading the email and following up with the ref no. provided...I've even lodged a complaint at Medical Schemes in order to get some resolution to this very simple issue.