Bad service

I am a fedhealth member for over over 5 years on the 28th of October I was went to a specialist as I was referred by my doctor. The medical aid never paid I made the call to find out why the payment was never done to the Dr, the first consultant told me that there was no Authorization number, the Authorization number was done an send it to claims department for pay. The same consultant said the payment takes 3 to 5 working days. The call ref is 07122QFLRL7, on the same day they spoke to the lady from the Dr, the consultant who was assisting the lady regarding my account said that I have exceeded my visit which was never the case, I never visited the specialist in 2022, the call ref is: 071222QFLTWY. On my follow up call on the same day with the call reference number: 071222QFLXBD they also said the claim has been send to claims department. Today I spoke to Prudence with the reference number: 281222QG7DKF she said that the claims has been rejected due to the fact that I have exceeded my visit, after a while hold she came back saying that the claim was rejected because the Dr is not with the network and I don't have benefits for that. My question I should I run around and why did they promise me that the payment will be done.WHYY??????????????????