Bad and disgusting service with regards to queries

Really disgusted in the poor service received currently form Medshield with no rush with regards to authorisation for an MRI scan and X-rays. Service delivery are just non existing, but when month end comes, the money is deducted immediately from our account with no issues. Our family are with Medshield for more than 11 years. Due to financial problems, we had no choice than to stop your medical aid by end of December 2019. After 6 months we could join Medshield again on 01/06/2020. I started experiencing pain in my left foot for a while. On the 15th September 2020 I went for a sonar on the foot that was paid by the medical aid. On the 18th February 2021 I visited dr and he asked me to go for a MRI scan and X-rays on the left foot. On the 19th February 2021 when the X-Ray department contacted the scheme to get authorisation for the treatment, we were informed that all these procedures were excluded for a year. No where in any documentation that I received from Medshield, anything was mentioned about this exclusion except for your chronical medication and the general 3 month waiting period in respect of all claims. I contacted the authorisation department yesterday, to confirm where we stand with the feedback of this query as I had a follow up appointment at 8 o’clock this morning with regards to the test results which I had to cancel, due to this issue. Can a competent manager please contact me so we can solve this problem and be informed what’s going on please? As I mentioned. Being a client with Medshield for more than 11 years, I see this as a slap in the face. My money is good enough for payment, but when I need the service when in pain, there’s no response.