Nightmare service

The service here is pathetic. I called on the 26th of March requesting for authorization number and I’ve seen flames and the experience was just a complete nightmare .Lesego said I’m on 3 months waiting period , Hendrina(Chat Lady) said I’m not on a waiting period and 2 other agents said I’m on 12 months waiting period. When i joined the scheme ,the broker advised there's no waiting period and to my surprise now they have enforced a waiting period. I’ve been waiting for over 5 days with no concrete feedback and their managers are always not available to take our complaints calls. Called today and I spoke to Lebo Rakomane who was not interested to assist in the beginning, and she interject when i speak. The level of incompetency is pathetic to say the least. The procedure was supposed to happen last week and to date I’m still waiting for feedback and I don't know what to do here!!!!! I need you to listen to the calls between the optivest Broker(Nikita Van Niekerk) and I when i joined the scheme, i asked if hospitalization will be covered and she said yes and nowhere in the call did she mention the 12 months waiting period and it is unfair to go through this.My daughter has been on medical aid since birth and I’m not sure how on earth would I have 12 months waiting period that your staff is unable to explain. I need Lesego's/Lebo/Vani's manager to contact me ASAP.im really not happy with your service. @OPTIVEST your agent Nikita is the worst human being you can ever put in your callcentre, something must be done here.