Pathetic response time and excuses

Hi,besides it being probably the most difficult almost two years of my life, in the past two years combined I have paid in over R100k in shortfall for my chronic meds as well as my boys. At the beginning of November I contacted Bonitas as I was to find out regarding a procedure my Neurologist wanted to do to minimize my daily headaches, this was declined, fine, I then asked if the consultant could check why I am paying in so much as the previous month was R5k and the month after R3k as I had to learn to work sparingly as I don't have money, not finding a job, and for people who have been trying to help me it's alot of Money. She proceeded to tell me that neither one of us was registered on the chronic side, which is shocking considering that we have been with the medical aid since 2017. So between Bonitas, the broker and previous medical aid what the heck!!!! Still the consultant who is the only one who I can say that I worked with in this month who actually did her best job, told me what to do, I Emailed all documents and our chronic was registered in 3 to 4 days. Next challenge- REFUND. I Was told that I would only be able to get a refund for September and October. Fine, when I spoke with the first person, round November 4th, we went through both claims as my claims are monthly for my medication for myself and my boys. We're now on 26 November, now on different stories, they want proof that I have paid, ICD10 CODES, so I explained, I can't walk out of the pharmacy with our medication which is very important and expensive, so why would I not pay? I did send the invoices with the ICD10 codes on but I am really fed up with this and I have asked that a senior manager contact me, for this I am also still waiting?? So my frustration is beyond its limits!! As not only is it over a month now! It's getting close to Christmas 🎄, perhaps then you could do 2 more months? Or just actually authorise my MRI which for an epileptic person is required, especially when I had 3 fits in January on which did cause me some damage. Can I expect some calls and answers now??