DISGUSTED AND WILL BE CANCELLING MY MEMBERSHIP!!!

I joined Essential Med in Feb 2019 and had to make use of my benefit when my 8 month old fell ill on 23/03/2019. I contacted the Essential Med client services on the day to enquire which doctor or hospital i can take her to since it is a Saturday as well over a public holiday. I was advised by the person that I can go to any Medicross hospital and was given the option to go to Medicross Tokai as they were open until 6pm. I was very thankful for the service and took my daughter to Medicross Tokai where she received the best treatment over a period of 6 days. When we arrived the receptionist could'nt find Essential Med on the system and i then contacted the client services again, of which the same person spoke to the receptionist and it was "sorted". No problem no issue - or should i rather say that was the start if major issues with Essential Med!! Only to find out a few weeks later that Essential Med refused to pay the claim that was submitted by Medicross. I immediately queried this and it is now 6 months later and still NO payment has been made. I've spoken to various agents, a team leader and finally the QA Manager and was told that " Medicross is not on our network and therefore you Mrs Gallant are liable for the payment" I've been battling to get someone to provide me with the telephone recording as evidence that i was referred to Medicross,!! This was not forthcoming. I was told instead that they have received confirmation that i was not referred to Medicross Tokai. Now im a **** too! I cannot begin to express the agony and the disappointment. I did not foresee as a member being treated with the level of disrespect, incompetence and pure disgust. We have medical insurance/aid to alleviate worry but instead Essential Med adds stress and upsets one. There's definitely no trust and i fail to understand how they can continue to operate in this manner 1. First of all I had to wait for weeks before someone to respond to my initial email querying why payment was not being made. 2. I had to call several times to follow up why the email that i sent weeks ago was not escalated to a senior member. 3. When it was finally escalated to a team leader to my dismay more follow up calls and emails by myself and was told after a few emails " Mrs Gallant i'm so tired of this, i have not managed to get any results". Shocked , pathetic to say the least!! join an affordable Medical Insurance be prepared to receive cheap, minimal to no service and forget about professionalism that will not be included in your package. I received a letter from the Head of Client Services basically giving me everything i've been told verbally in writing just to make it official that Medicross is not on their network. Where does this leave me?? to fit the bill sadly!!! Medicross needs to get paid and rightfully so, they've been nothing but great in their service delivery and deserves to get their money, I'm upset and feel completely ******* as the consumer no one has acted within the correct measures nor have their given me the evidence that i requested as far as the telephone recordings, I will be taking this to the Ombudsman as this is not right!!!