What happened to TCF principles?

I have been struggling for weeks with Discovery Health. I am supposed to be listed a s a contact person on my parent’s medical aid. We have sent through the consent form twice and every time I phone their call Centre the advisors are not able to find my details. My mom went for knee replacement two months ago. We obtained authorization beforehand (authorization number ***2). During the call for the authorization number, I supp**** the medical aid with the Surgeon’s details, with the Hospital’s details, with the procedure codes. Following the surgery my parents received a bill from the hospital for an amount of R18812.97 which Discovery Health did not pay. They advised the hospital admission falls outside the Arthroplasty network and my parents are responsible for the shortfall. To place it on record my mother was admitted to Unitas Hospital and the Surgeon was Dr Jan Venter (PJ). Both the surgeon and the hospital are part of the Arthroplasty network. I phoned the medical aid to query this and received the following reference number: ***. We were advised the matter will be investigated and feedback will be provided. I honestly do not know what they want to investigate as they admitted over the very call that bot the Dr and the hospital was part of their network. No one ever phone me back and we keep on receiving accounts from the hospital. I phoned again and every time since when I phoned and having to listen to all their voice prompts, I need to hear that they can not discuss anything with me as I am not listed a contact person on the medical aid. I can provide proof that they have received the consent forms On July 9 I threatened to go to social media after which I was contacted by Discovery Health. They apologized for not getting back to us and advised the matter would not be escalated to their system’s Team and they would revert to us. To date – nothing. We received another bill from the hospital. I am now forced to go to social media as no one is getting back to us. What is more disturbing to me is that the firs Facebook post I left on their site was simply deleted. As one of the major medical aids in South Africa it is extremely disappointing to see how Discovery Health treat people and the lack of service and feedback. May I request anybody from Discovery who is able, and serious about client service to give me a call on ***. I will provide any details required over a phone

Driaan Gouws