Very bad service, agent with no knowledge with gems

I'm really upset about the call center due to the fact that they didn't give the correct information. I called in on 17 April 2021, to confirm it the medical aid will pay my husbands sonar and x-strales. The first time they tell me that I must get te codes for the sonar and x-strales. So I did it and phone in again withe the codes. There was a lady who assist me with this matter. She then said yes my medical aid will pay and also give me the exact amount of each one. (how much they will pay out for the x-strale and sonar) A month later I received a bill that says my medical aid did not paid the sonar.So this is really not acceptable because I did the correct thing (steps) to find out about the payment that I know if gems will pay or not and can I go or not. They give me the incorrect information and now there's a bill. I don't know who's going to pay for it because Gems told me that its covered. The lady who helped me wasn't assist me correctly. I send in a complaint in May 2021. And I still wait for them to help me. I also waiting for the voice records to approve my statement.