Struggling with Bonitas

To whom it may concern Good day, on 22/07/22 I sent a email reguesting authorization for a procedure to be done by Carsten Orthostetists and it included the motivation letter as well as the guote for the procedure On 22/07/22 they sent me an email that confirms they received my email and attending to it and they will reply within 72 hours, they also sent me info regarding what info they need including the date of hosp admission On the same date I thank them for informing me and also said that there is no hosp admission and that the procedure will be doen at theractise premises whereby they sent me a email saying they received my email, attending to it and they would reply whithin 72 hrs On 28/07/22 I sent them a email to request if there is any progress to my request pn which they again rep**** that they reveived my email, attending to it and will reply witih 72 hrs On 29/07/22 I phoned customer servicesto ask them if they could find out what the progress is and I spoke to Duduzile Gabo, she phond me back the same day and said that the authorization department say they have never received any emails for request and she also said that the rqest must be sent to special authorizations( which was not said to me before when I phoned the authorization dept) On the same date I sent the requesr to said agent with letter of motivation and quote from specialist and she rep**** that she did send the request in Now today 04/08/22 I received a email from bonitas on ref no BON***6 informing me that the request has been declined, they keep on saying that items including proste**** are excluded except for PMB, I am a PMB pasient for a long time Hope you can assist as I said to them I am living in pain every day Regards, Leon Potgieter, memb no ***, tel ***,id ***