WORST SERVICE!!

My son had to be hospitalized with a specialist that was outside of our network. We sent through the whole process to get the co-payment waivered. We received feedback that the co-payment was then waivered. After this we received an acount from the hospital still owing R7500. We enquired this and the hospital sent this back to discovery for payment. THEN DISCOVERY reversed their payment and only paid the hospital just over R16000 NOW WE OWE EVEN MORE????!!! HOW IS THIS EVEN POSSIBLE ???!! Why go through the whole process and then this is the service we get. NOBODY is giving me feedback as to why the 7000 was not even paid???