Disappointed with Fedhealth

I have been going back and forth regarding a claim that I put through on the 4th of May - I went to a doctor and the doctor claimed on my medical aid,he gave me a prescription which I decided that I will pay cash then claim afterwards on the medical aid as I was advised to do so since the pharmacy charges me more when I buy medicine using the medical aid . Upon sending through my claim I was informed that the invoice is incorrect I need to go back to the pharmacy and get a proper invoice that shows the details below:

"Please be advised that the scheme requires a fully detailed account reflecting all the below information.

Member number: Treatment date: ICD 10 Codes: Practice number: Patient: Amount charged: Amount paid:"

The invoice has all these information, I decided to go to the pharmacy to check i maybe the invoice its an incorrect invoice but the invoice which was provided to me is the correct one .

I have been chatting to different consultant on the live chat and every time I am told that my claim was rejected because the invoice is in correct, yesterday I was told by one consultant that they rejected the claim because I did not attached the prescription. Why would I need a prescription whilst everything is on the invoice and always when I buy prescribed medication the pharmacy wont give me the prescription paper back. If I buy medication using the medical aid Fedhealth never gives me problem but now I am facing problems because I decided to buy medication using cash. And what if I decided to just buy unprescribed medicine that means the claim will be rejected because I wont have a prescription from the doctor. I even sent an email to complain all I received was a reference no one got back to me with feedback as yet. I am very very disappointed.