What co payment you are only informed after you have been discharged

How can I get hold of someone higher up in management as I have just had enough after yesterday. We have had nothing but problems with Bonitas ever since we joined. Customer service is non existant. You get informed of co payments after you are admitted where the hospital staff humiliates you in a ward full of other patients for the payment that you were not made aware of by your own medical aid. Shortfalls that they keep on saying will be resubmitted and never anything heard of again where the providers want to hand tou over and list you on the ITC all because there is no service from Bonitas but they want your money everymonth. We have yet to receive our cards even though we have been in the scheme for more than a year already.