Worst medical aid ever

We app**** for oxygen for my father and according to bonitas all was approved, I even received an authorization number. Oxygen delivered to our home beginning of October already, claim was sent to Bonitas for a refund on the deposit and 1st month premium paid. Every-time I phone they have a different story. Now apparently the auth number was never approved. I have never dealt with such incompetence and would just like my money back as it was promised to me