Premature closure of query and poor response

In August 2015 I was a hospital patient. Pathology tests were done, which Bonitas should cover. They have not paid for all the tests so I put in a query 261015QHF609. The feedback I received was unsatisfactory so I responded negatively on their VOC Survey. I was contacted and told they will not pay for the tests as the medical aid feels they were not covered. I disagreed and requested they put it in writing so I could take it up with the medical aid council. A few days later I received a further phone call saying they will pay if I get a motivation letter from the doctor. I asked again that they send me an email explaining which tests I need a letter for. I also expressed my disgust that I am on the comprehensive scheme and pathology tests in hospital are advertised to be covered 100% and this is not being done.<br> <br> To date, I have not received an email but just a notification that the query has been closed! I wonder on what basis the query is closed if the account has still not been paid and the consultant has not sent me the email as she undertook to do!!