Bad Customer care Don't answer phones don't reply to e mails

I've been with DISCOVERY medical aid all my life I NEVER had to make any additional payments for any procedures or Hospital accounts. NOW OUT OT THE BLUE THEY WITHOUT NOTIFYING ME CHARGE ME R5250 TO BE PAID ADDITIONAL FOR A COLONOSCOPY. For all the colonoscopy's I had I NEVER HAD TO PAY additional fees. I send them e mail as to please contact me and explain to me what is going on THEY ABSOLUTELY OGNORED ME. IT IS use less trying to phone them you deplete al lyour talk time trying to solve a issue with them I am now absolutely at a point that I have no other choice as to shop around for another MEDICAL AID. THIS IS RIDICULOUS!