Terrible series and ****s

I recently joined the cover. 2 months in I called to check if all my service are active to be able to go see a Dr. I was told all services active. I saw the Dr upon me leaving the reception told me that my benefits are not active and I should pay upfront. Paid upfront 700, called in to complain and ask for a refund because I was given incorrect information by the call Centre. I was advised they will listen to the call and get back to me. It's been 3 weeks and I still have not had a response.