Bad Communication services

The telephone consultant is rude(Pakama) especially when you ask for them to come and explain everything in person. The hospital plan states it covers 100% but after discharge the are extra chargers that I was not a consultant for if I will be able to pay for it cash. I am still paying my medical aid every month, last month I was owing for the hire oxygen machine which again was not communicated when the machine was giving to the depending. Now I am owing for the deceased dependent as she resigned from membership, owing hospital with a huge amount with procedures done without communication if it was not covered in the medical aid. I am requesting a call from management or someone with customer care to come to me to explain everything to resolve the amount the desceased owes.