Spinal Care Claim Rejected

I called Discovery Health on the 4th March 2024 to enquire about the Spinal Care Programme. During this call I was informed by the agent that Discovery would refund me the consultation fee. I then made a booking for the 5th March 2024 with the nominated Spinal Care Orthopedic Surgeon, Dr Oosthuizen and paid a R1000 for the consultation. When I submitted the claim and proof of payment, my claim was rejected, as my plan does not cover the service. When I submitted the claim I specifically made a note to say that it was to enrolled on the Spinal Care Programme. The Dr was paid for another claim they submitted when they enrolled me into the programme, but Discovery did not refund me. They are welcome to listen to the recording as that is what I was told, it was very clear. If Discovery approved the programme and paid the Dr and Chiropractor, why did they not refund me.