Refusing to honor Unlimited GP consultations

Fed Health has a policy that according to my medical aid, if I exhaust medical savings then my Family receives unlimited GP consultations. Well we have reached this threshold and are refusing to covering my sons doctors consultation. They claim we have R19 left, that needs to be exhausted first. I have paid thousands over last few months on over the counter and dental consultations/ procedures, yet they have refused to cover this GP consultation?