Poor service

To Whom It May Concern: I am writing today to complain about the poor service I received from your company since March 2022. I signed up for medical aid in December of 2021 , the gentlemen that sold me the policy was amazing, however the after-sale care is just appalling. On the 10th of January, my partner was awakened by the discharge of blood from her private area. This, to us, after while seems like her normal female cycle, until it stopped after almost half a day. At this point we went to see her doctor ,who then confirmed that she is pregnant. Unsure about how we feel about it ,considering we have a child that is only 1 year 6 months, we gave a call to our medical aid to inform on the situation,The female that assisted us was also pro-active and very welcoming and understanding to what we are going through. She confirmed that since we just found out we will be covered, and she will note this down as well. We also went through options that we may be able to upgrade to get optimal coverage from our medical aid plan. Fast forward to march ,we called to get an authorization code to book the hospital, we were put through to (I believe it is called the preauthorization team),an advisor by the name of Thandile Miya who was very rude and abrupt in her approach as she was speaking to my pregnant wife in a very condescending tone , the line of questioning was done in a very unprofessional manner. I had to take over the call due emotional state my pregnant wife was in. Thandile was quite rude and expressed I am not the member she cannot deal with me. I put her on loudspeaker to attempt getting my already emotionally disturb pregnant partner to grant permission for her to speak to me. Thandile cut me off while I was talking ,spoke over me at times and gave us an all-around terrible experience. I am so dis-satisfied with the level of services we have received, When we called up the process should have been then, I don’t think it is fair to leave the customer with the false belief that everything is well taken care off. Now that she is highly pregnant with many emotional and physical changes in her body ,her stress levels are already up and to be spoken to and treated as ******* and spoken down on by the very company we have chosen from the list of medical aid providers out there is unprofessional and in poor taste from your company. If this process was done in the beginning when we contacted the medial aid , we would have had ample time to figure out a plan of action , now that it is so close to the delivery date ,it is a lot of stress and emotional trauma for my partner to deal with , she is crying continuously and feeling overwhelmed. It has been over a month now that we are waiting for this authorization code. We attempted on two separate occasions to contact Thandile to get feedback , and nobody seem to know where she is. We were promised call backs and never received them. The anxiety and stress is taking a dramatic toll on my partner wellness. I am at the stage of taking this to the media, I write to you first in hopes that you will see the seriousness of my current situation and get us the authorization code in order for us to plan ourselves and bring life into this world. I must respectfully make mention that if anything happens to my baby or my partner due to the high level of negligence and the stress cause by this, I was making it my life purpose to ensure justice is served to all participating parties. I wait your response Warm regards Joash Charles