Discovery Health - Gross negligence

I have had such a bad experience with Discovery and I almost cannot believe the stories. I had an operation and got the authorization etc. When it came to claiming after the procedure I was very impressed with the support I got from the discovery team, only to suffer the consequences now.

3 months after finalizing the claims, we get slammed with a bill saying we owe Discovery R21,000 . I immediately called in - as I was horrified with this amount popping out of nowhere. The first 3 consultants just kept transferring me without warning. I got to the fourth consultant that tried to explain the reason behind this amount but honestly was guessing.

Then the doctor that did my procedure called saying that discovery paid them 21k and that it should have been paid to me. The doctor said they will ask for a reversal so that discovery can pay that to me. I said to them that discovery says that I owe them 21k so let them do the reversal and keep the money and allocate it against my account as they obviously made this payment in fault.

Anyway today I called to suggest to discovery that they keep this money which they in the first place incorrectly paid out to my doctor, which should solve the so called 21k I owe them.

After 25 min on the call with them today the conclusion is. 1. We paid R21k incorrectly to your doctor and it has been reversed and we are keeping it. 2. You still owe us R21k as we paid you to much in error.

My issue with this is, I went through the claims processes. It went to the special department and got approval. I got call backs and this was approved and paid through the official channels. This is absolutely unprofessional and this gross neglect for people's well being (the stress I have been under due to this) and their negligence on accounting process and expecting us to fit the bill for these errors are shocking. If Discovery made a mistake, I am sorry, you can learn from it. Your mistake, write it off, don't make me pay for it.