Extremely disappointed!!

On the 1st November 2026, I received an email stating that my dentist plan benefit is now active after the 6 months waiting period. It just so happened that my son needed to be urgently attended to and went to the dentist on the 5th Nov. He showed the card and gave the network dentist his details. The dentist checked him out and gave him antibiotics and made an appointment for him for today (Saturday 14 Nov) and said that he will check with GetSavvi to see if our plan covers what needs to be done. He received a call from the dentist on Tues, 10 Nov telling him that our policy is not active because I haven't paid for 2 consecutive months, which is not true as I haven't skipped a single payment since I took out the policy. I then immediately phoned GetSavvi and spoke to JP, who then told me that my policy is indeed active and that my dentist plan is active and that he will escalate the matter to his manager so that she can escalate the matter to their IT department. My son then sent me a message yesterday, Fri, 13 Nov, to let me know that the dentist has canceled his appointment as the matter has not yet been resolved. Once again, I phoned GetSavvi and as it happened, spoke to JP again. JP then told me that the waiting period is only over on the 1st Dec as there's an extra 30 days waiting period after the 6 months waiting period (which makes no sense at all!!!) I then forwarded the email I received from GetSavvi stating that from the 1 Nov, I can now use my dentist plan as it's active. He then said that he would once again forward this email to his manager and the marketing department and get back to me as soon as he's received feedback. To date, this matter has not been resolved and my son still needs to go to the dentist. To say I'm angry would be putting it mildly. Why would I pay faithfully every month if this is what I'm going to get when I need the service I'm paying for. If this matter is not resolved today, I will take this to the Onbudsman because there's clearly some foul play happening in the background that the layman is not aware of.