Administrative incompetence as always

If I could score 0 I would because once again Life Mercantile doesn't disappoint when it comes to the lack of compentancy in their admin department. I was admitted via casualty on the 8th of August 2026 and had an emergency procedure on my leg. I was discharged on the 14th of August 2026. Claims notifications started coming in from the medical aid and they were paying from out of hospital benefit and I just thought they hadn't updated the authorization yet. Then a week later claims came in again but now they were paying from the correct benefit but were being short paid because my medical aid imposed a late notification penalty so I ask how because I was admitted via casualty. O was advised that the hospital requested the authorization a week after I was discharged. I called the hospital to advise that the medical aid wants proof that they did try to submit the authorization request prior to the 19th which is the date it was actually obtained. The lady who turns out is not even the case manager for my authorization said she would send it to the medical aid and provide feedback. She called me about 3 days later saying its sorted and I should follow up with the medical aid. In my mind I'm like if its sorted why must I follow up only to find nothing is sorted. I called her again and advised its not sorted and she gave me a ***. I called the medical aid the *** and it was sent to the relevant department for review. 2 weeks past and I see my claims are still being short paid. I followed up with the medical aid and they told me the review was declined as the document provided was not sufficient and they sent the request to the hospital 2 weeks ago for more proof and they haven't received it. The agent tried to call the case manager who is dealing with this case and could not get hold of them. I have also been trying to contact the same case manager for 2 weeks and they never answer the phone. Now the hospital has the audacity to send me a bill of R37000 for the shortfall for their incompetence. What makes me more angry is the fact that while I was in hospital instead of focusing on my recover I had asked multiple times regarding my authorization, I even requested to speak to the case manager regarding my authorization but they never came to speak to me instead passed messages to me via the nurse which is not what I wanted because I was avoiding this very issue. I'm still recovering from my accident and now I have to deal with your mess. Can some one that actually knows how to do their job at Mercantile please contact me because not only are they sending me bills but so are other providers.