Terrible service with total disregard for a customer

I am angry beyond belief with Bonitas and will be taking this further through to the ombudsman if this issue is not resolved. My partner is being treated for cancer(PMB) and last week had to go on for scans to see if everything was ok. We requested authorization and it was approved... Now... Payment needs to be made and they are rejecting it. I WANT ANSWERS. I have emailed twice regarding the situation and I have had no joy. I have received such terrible service the last few months from them. I've been complaining as well about bloods he had to do in February... Again no joy as to why they are not paying even though again it's for his treatment. On the boncap members site it said it was being ready to paid and that's how it has stayed since then with no payment being processed. The company threatened to hand over and I had to pay it myself. When I emailed regarding being paid back no one even got back to me. Disgusting service. I've been with Bonitas since 2015 and have never had an issue now all they are is one BIG issue. They apparently changed some financial firm that deals with their payment.... How is this my problem... And if this is the case get rid of them because you are going to lose customers.