No service from Health Squared

Myself and my daughter has been members of the foundation plan for a long time now. We were able to go for bloodtests, Some were paid by the m/a , some were not covered and I paid cash for that. Myself and my daughter are both Vitamin D insufficient and have to go for bloodtest for this once a year, as Vitamin D levels can increase when you are on medication, and if the levels are too high it can be very toxic and dangerous. Now all of a sudden it was declined with reason Pathology tests needs pre-authorisation needs pre-authorisation for this option. I went through the Foundation option and could not find anywhere to state that you have to get pre-authorisation . Under heading Radiology and Pathology it only states that the benefit excludes specialised radiology that forms part of in hospital benefits. Nowhere does is states about pre-authorisation for pathology!!!!!!! i received and email stating that we now have a Personalise Health Squared consultant with the name of Thabang. I emailed her on the 29/03/2019 with regards to query about physiothe******. it is the 10th of April already. No answer of feedback from her yet. Beginning of the here I also got and email stating that a copy of my new medical aid card will be send to me via a MMS. Still waiting for that as well. I had to fight to get new m/a cards delivered to me. I thought with the two medical aids that are toghether we will get excellent service. Does not seem like that!!!!