Claim Rejection

Member *** came in on 10/08/2021 with Husband ( Dep 01 Simon) and Daughter (Dep 02 Lesedi ) to consult for spectacles. Benefits were checked and call center agent said Dep 01 had benefits but Dep 02 resigned. Ref given is Opt/Sun 7171.The main member went to Gems offices the following day 11/08/2021 and was assisted by Stanley who then transferred her to Nthabiseng Ref : Opt/Nth7714. Nthabiseng told Mrs Ann Molomo that the matter had been resolved and the child could come for consultation. When they arrived at the practice on 11/08/2021 we called again and benefits were confirmed with John for Lesedi ( Ref Opt/Joh30671). This morning we received an email and the claim has been rejected - reason member resigned. The main member mentioned that Lesedi has been to consults a GP this year and does not have any issues with the membership.Please address the matter....