Savings depleted too soon

I have joined Fedhealth medical aid on the first of April 2015. By June 2015, medical aid savings were depleted. I did not understand that. I phoned the call centre but to no avail. It was said that I have used doctors outside the network. The package I took included doctors outside the network. They cannot pay my claims as a results. About a month I was promised that a consultant will call me back after my inquiry, to date they have not called. Poor customer service at its best.