Going to the ombudsman

Dear Discovery, i am absolutely tired of registering complaints against your staff and your processes, why cant your leadership team get this right? Earlier in the year i spoke to someone who confirmed my mum can visit the Cardiologist it just needs to be claimed or approved from a different pot/plan. I then received email confirmation of the auth for her to visit the cardiologist. I was then called by a lady Anele who refused to send me call recordings, i requested to speak to her manager and it is a month later i am still waiting. My mum visited the cardiologist as per your auth that was sent to me on email. Now she is sitting with a bill of R900 from the cardiologist as they say you did not honor the authorization, I am going to take this to the ombudsman as i have the auth in writing from Discovery, Furthermore the ombudsman fee is R4500 vs you pay R900. you pick what you want me to do as your staff is absolutely ***********. PS: i am paying for 2 other medical aids with you and i have my group life cover as well. i am happy to terminate this if you do not resolve the issue. Do not call my mum, as i am authorized to represent her (Neel Naidoo)