False information captured and communicated

Once again, I need to resort to a complaints measure that could have been resolved had any fedhealth parties involved been willing to assist me. My husband was taken into the emergency room at Unitas hospital on 12 April at approximately 8.30 pm. He was treated in hospital and discharged at approximately 1am on 13 April. We were charged by the emergency room Dr practice and informed that once the medical aid paid the claim, we would be refunded.. I chatted to an agent on the chat facility on the website and was informed that I needed to call in. I called and explained everything INCLUDING the times that he was brought in and discharged. I was given an auth number. I clarified on the call that the medication would be covered even though my savings are depleted. I was informed that it would be covered. I repeated this request and it was confirmed. I went to the pharmacy at the hospital on the same day that he was discharged and got the medication. I was informed by the pharmacy that the medical aid declined the claim. Now I am told that the auth date is incorrect! then the dr prac is not paid in full so I wont be refunded. What next? Does fedhealth only make an effort upon complaint?