No corrrespondence

I have only had great experiences with Fedhealth until today when I was pushed beyond what I could manage. I tried to speak to a manager and I was told I cannot speak to them there is a channel to follow but when i tried logging a request through the channel the consultant answered me immediately without referring my request to a manager which led me to believe FEDHEALTH does not have managers and if they do have them they do not speak to clients. Furthermore, due to POPIA changes they sent an email to my husband confirming they authorized stay at a hospital which is not a provider and I will have to pay the R13 800 co payment. My husband was in ICU and unable to read his email therefore I didnt get access to this email. All correspondence including all his medicine claims and chronic details are all sent to my email address but in this one critical incident they chhose to apply POPIA and send it only to his email address. The second part of this complaint is the first consultant Ngomisa Nogwaba said it was only sent to my husband due to POPIA but the second consultant Lesego said i did get it she can see it was sent to me also. Two different stories about one incident. Finally, these consultants did not choose to hear me and repeated like a script everytime what happened refusing to hear me as the client and the longer this conversation went on the more i felt like exploding. So sad that what i felt about my medical aid was all dashed in one interaction and I know this is also falling on deaf ears because they will still come back with excuses if they come back at alll.