*********** employee and poor service

In September 2021 I phone Discovery Medical Aid to require how many psych sessions was left for the year (I got 15 sessions) so I can start making appointments with the practioner. I was told by one of the consultants at the call center that I still have 4 sessions left. So instead of doing the 4 sessions I ended up using only 3 of these. In the beginning of Jan.2022 I got a statement from Discovery saying that they will not pay the R1 000.00 session since I used instead of 15 NOW 16 sessions so I will have to pay the practioner for the outstanding amount.Long story short .. I phoned Discovery back today and said that I refuse to pay the bill since their employee made a mistake by giving me the wrong info of which the conversation was recorded. I was told today after almost 45 minutes on the phone that although they made the mistake I will still have to pay. I was then told by Konjia that a manager will phone me at 15h00 today. Its almost 16h00 and no call . Next step the ombudsman. In my opinion if the consultant that assisted me on day 1 was competent this would not have happened!