INCORRECT BENEFIT INFO PROVIDED

I called into the call centre for a dental procedure for my son who is 2years old. He hasn't been well and his teeth need to be extracted. The agent advised me that there is a benefit that covers and that we should take him to the Dr than the doctor should refer us to a dentist who needs to give us a letter stating that he would need to be put under for the procedure. Taking the advice we took him to the Dr who advised that he has sores in his mouth due to his teeth that's why he has not been eating or drinking and we should take him to the dentist today since he has been taking an antibiotic to help. We took him to the Dentist and had to spend money out of our pocket for consultation only to find out that fedhealth declined the procedure as they do not cover it. but we were told that we must get a letter than call for authorisation and it will be paid. Nobody told me it has to come from the medical savings. Humiliated again when going for something urgent. My son has to now sit in pain until we now have to wait for our new medical aid to take him which is ridiculous it is serious and you need to be held accountable for the information provided. URGENCY ASAP!!!