GRMS Refusal to authorise admission to hospital.

My son is athe only beneficiary on my GEMS medical aid. His wisdom tooth is painful so he went to a dentist who refered him to carstenhof clinic specialist. The specialist charged us 2k cash for consultation and examined him specialist said tooth has sepsis and near a nerve so needs to be extracted surgically. She send a quote to gems and ask for authorisation so that she can admit him for a day. Gems declined and said according yo their records the tooth has been extracted. By whom we ask and they cannot answer to that. My poor son is in constant pain and lives on pain meds. I am so frustrated at GEMS . please help my son he cant eat he cant do anything he is is so much pain although we have a medical aid but he cannot get medical attention