Review on Co - Payment and disgusting response !

I Have now escalated and begged and pleaded and sent proof that my daughters ENT Surgery to have her tonsils removed with a motivation still declined - as according to you its not a PMB - My child has now been on antibiotics 4x times in the last 3 months and find your authorizations and motivations department absolutely appalling - now this is the response I get

Subject: RE: CRMREF: *** Motivation Chronic Tonsillitis By Dr Olivier Good day

Kindly note that the request to remove the co-payment has been reviewed and denied

The co-payment still applies

** NO REASON - NO anything no what else i can do - do you realize that we are still paying customers ? I do not have R4000 for this co payment ? i offered to send copies of dr's visits including all the scripts that i had to pay out of pocket - and again - you haven't even bothered to look or get this from me ITS DISGUSTING ! I Need this escalated and proper feedback once you have actually bothered to review all of the necessary documents and facts before making your decision I am seriously appalled as a mother and a co worker in the medical field - i cannot keep pumping her with antibiotics as my medical aid doesn't seem to find the surgery necessary for both you and me - Please escalate to someone that will actually read and request the needed information