Day-to-Day extender Benefit Chaos

As part of my cover, I have Day-to-Day Extender benefit of which I can visit a Doctor even when my Medical Savings has run out. I called the call center to find out how I can activate that benefit, was told the process which I tried to get an online consultation with the Doctor that is listed on the site and booking was made for 11:20 of which the Dr cancelled at 13:30 an hour after the scheduled consultation was to take place. Then I opted for the second option of which was to go to any Clicks Clinic and consult with a nurse who will then refer me to go see the Doctor as that benefit will have been activated. I did exactly that, today I am calling to find out what exactly do I need to say when I get to the Doctor, only to find out that the sister at the clinic did a health check which does not enable the benefit. I am told that I need to go to the clinic again today and do a consultation, been trying to get an appointment there are no time slots available for consultation. I am weak and couching nonstop. I am so irritated that how could a benefit that I was told I would get cause so much chaos to be activated. I mean why go up and down when I could just go to my Doctor and get consultation there. By the way my Doctor is on the Discovery network and has that benefit listed under the services he offers.