Disappointing service

I've been sending emails but I always get a blunt response which sounds very dismissive and when I call I'll hold for over 20minutes yet there is no answer.

I sent the below mail and received a very blunt response from Zoe Twala

I am writing to formally raise my concern regarding the outstanding balance for which I am being held accountable, as I do not believe this charge is justified given the circumstances.

Firstly, when I contacted the number provided on the network list (--- --- 4381), I reached a personal line that is not affiliated with the doctor’s rooms which is a personal line. The individual who answered informed me that I had called the wrong number and advised me to search online for the correct contact details. This indicates that the information initially provided to me was incorrect.

As a result, I had to independently source the correct contact details. Based on the address listed on your network (Cnr Witkoppen, Sunninghill Road and Nanyuki Road), I proceeded with contacting Sunninghill Hospital, as this matched the location provided. I then scheduled an appointment with a radiologist at that facility. Furthermore, upon verifying Dr. Wiechers’ details online, I noted that his listed address is also at Sunninghill Hospital.

Given that I re**** entirely on the information provided by your network—despite it being inaccurate—I am struggling to understand why I am now being held liable for the resulting costs.

Additionally, I would like clarity on the following:

-Why am I being billed under a different doctor when I contacted and attended the facility listed on your network?

-Why was incorrect contact information provided for the radiologist?

-Why was I advised that I could use Ampath for pathology services, when both Ampath NHC Medical Centre and Ampath Sunninghill have confirmed that they do not accept Discovery Flexicare?

It is concerning that I was provided with incorrect information on multiple occasions, which directly influenced my decisions and has now resulted in unexpected charges.

I kindly request a full explanation regarding:

- Why incorrect information was provided from the outset; and

- Why I am being held responsible for this account despite relying on the details given to me.

I trust that this matter will be investigated thoroughly and look forward to your prompt response