No feedback or grace towards members

Queries/complaints were logged on 31 Aug 2023. Only to receive 1 email stating the query is under investigation. When I enquired about feedback no responses were received (even just stating that it is still being investigated). Ex Gratia was requested for a PMB case. The telephonic consultant confirmed that no Ex Gratia is granted as per the scheme's rules. However, upon reading the rules I could find no reference to Ex Gratia (maybe I am missing something, but I did request that Medihelp refer me to the applicable section). Since this is a serious case Ex Gratia was requested as my health is diminishing. This leaves one feeling helpless and negative towards the Medical Aid. There is no other option but to revert to more serious steps.