Promises but can't deliver

On the 12th Feb I had a "live chat" with a consultant - Sifiso - I asked him that if I have enough funds in my wallet, and I send in a claim for prescription sunglasses to be paid from my wallet, this will be paid and that there would be no reason why this will be declined - his answer was as follows: "If the funds transferred are still available, then yes. Claims are processed on first come first serve basis." I then contacted the call centre to ask if I can send them the invoice to pay the provider, again making sure that there would be NO reason for Fedhealth not to pay this. I was reassured over and over again that if I have enough funds in my wallet, there would be NO PROBLEM. Please see the history of this live chat and phone call. This morning I see that only R634.00 out of the R3000.00 will be paid, the rest was rejected. So, I am requesting Fedhealth to urgently sort out this matter and pay the full R3000.00 to the provider, out of my wallet, as this is what I was promised. I don't care if you cover it or not, this savings is my money, and I want it paid immediately. I've done my homework, I have asked whether this is ok and I was told it would be paid therefore, I ordered the prescription sunglasses which I need. Please sort out your mess.