Bad service

<p>I got an Authorisation for my M-I-L for a procedure in Dec 2015.This I did over a period of a few days as it was to come from her savings account which at that time was depleted. She was in her above threshold limits. When getting the authorisation the lady helping me explained that she did not know enough about the above threshold limits to confirm that the Dr would be paid in full. She then transferred me to someone in the above threshold limits department. I was cut off and so phoned back and spoke to a gentleman who assured me that the account would be paid in full. I had a quote from the Dr with the codes and amounts on it so I specifically asked the amount that would be paid per code. I was told that the Dr was on a payment agreement with Discovery that paid all hospital procedures at 200% and that he was not allowed to charge more than that so everything would be paid.</p> <p>This account was fully paid in December 2015. Once paid I threw away all my notes as to who I spoke to (my mistake) because this year in April Discovery reversed out R 2 936.30 so effectively paying R 1 996.00. Now the battle began. I was first told the reversal was because the Dr and the Anaesthetist charged the same code and I had to get motivation as to why. I was then told that the case manager needed to update the details in order for the claim to be paid. Finally Rahmat gave me the correct reason for the rejection and it is actually simple - when claiming from above threshold limits Discovery only pays 100% of any claim. I accept this, but my argument is that I specifically asked the person in above threshold limits department if they would pay and he said YES. Due to this I am saying Discovery has a responsibility to pay this account. I have spent many hours on the phone going through idiotic reasons and unhelpful agents who lie about getting back to you and do not make proper notes so that the next person can actually help without having to explain, fight and yell to get them to do anything. Calls: Yushrah 8/7/16, 14/7 Ref: ********** 845, 21/7 Zikona, 1/8 Ref: ********** 787, 19/8 Ref: ********** 301 Rahmat, 13/9 Ref: ********** 968 Risanne and 19/9 Ref: ********** 916 Babala. All of them where retrieving the calls, listening to them and COMING back to me? Really, does anyone in their sane mind believe that this process takes 3 months? When you phone you are told 3-7 working days? This has been escalated to team leaders but nothing gets done except my blood pressure rises. I am done talking to Discovery about this issue, now we will just warn people through the media not to believe what they are told when speaking to them. </p>