Remedi medical aid poor service

Last year I listed a doctor n their neglect agent didn't follow my instructions. I only found out when my child was denied medical attention at the doctor due to insufficient out of network funds. This year again I registered a doctor n when I got there they told me I have exceeded my out of network but the doctor I have selected as my primary doctor. I called the contact centre n they told me they would fix it. But end of July I got a claim saying they didn't pay for my son's doctor visit because the out of network funds are finished. I called them again and they promised me they would update and let me know. Till today m still waiting