No clue call center

Changed medical aid plans, was not off medical aid for long but now you have put me on a 3 month waiting period for everything. This goes against what was said to us on the phone and what is documented. Tried calling but no one can explain this to us. Call center cant help. For an emergency on the first I had to go to the emergency rooms, you are not willing to pay the ER bill, keeps being declined but you paid no problem for me to be admitted to ICU. Can someone with the knowledge please call, cant deal with the call center anymore