False information and extra cost

So I have been a good paying customer on key care plus for a while, until I started using the pregnancy benefits, called before my sonar appointment and was advised with practice number and claim code that it will be paid, untill the time come to pay it is declined, I had to pay two thirds of the bill as per manager the doctor is not a registered specialist, so why were we advised while we gave the practice number that it will be paid. Now my employment contract ended and I do not have a permanent income, received email to send supporting docs, this was done, today a bounced debit order because they try to deduct R2249 on key care plus, this is highly unacceptable. I hope your team here will give me beter assistance than I received from your call center wich at the end of they day cost me unplanned expense. And also note that this is my first pregnancy and thus do not always know what to expect, hope that my few words here express to you my furstration with you.