Poor customer service and misinformation

The devil is in the detail. App**** for a hospital authorisation from Bonitas. Informed there was a co-payment because the Hospital was not on the network list. I then enquired regarding another hospital and was informed it was on the list and was provided with authorisation without co-payment. Then I think Bonitas realized that they needed to make some money and notified me that a co-payment was due because of the type of procedure. Wow. Never notified of that in the beginning. I sent an email requesting clarity and was informed it had been escalated. No response. Called 12 days later, only to be told, I should have read the brochure they supply as to what procedures incur a co-payment. Well I did, it doesnt mention which ones. Furthermore, at the end of year, I am not sure who plans hospital procedures for the following year. This is not a holiday club!. The Manager then said he would look into it and get back to me. Guess what, he didnt - he got his staff member to. How disappointing is that. And the response. There is a co-payment due because of the procedure type. Well done Bonitas. Top class service - not...........