Pathetic service

My son went in for a procedure in February and after getting pre approval and pre authorisation. They still haven’t paid the money over to Sunninghill hospital after countless phone calls and a 2 page excel spreadsheet documenting every time Sunninghill staff called them. Now they say it’s been over 4 months and they have to resubmit and see if it will be approved for payment. It seems like they do this on purpose so that the member is held liable for payment even though we have called countless times and nothing gets done. I can honestly say this is the most pathetic medical scheme. I would like someone to please address this ASAP!!