Not happy with your call centre

I am not happy at all with the Call centre agent who was assisting me at Pre Authterorization department on 14 August 2019.She was so Rude and shows that she doesn't know what she is taking about,i asked her why should I pay 25% co payment, as on network hospital on mediphila list doesn't have maternity wards which I enquire about 3 months ago and I was told that I will have to nominate netcare hospital and send a pre authorization letter for approval.she told me that those hospitals have maternity wards while I called them they agreed that they take my medical aid option but they don't have maternity wards. I asked to speak with her Manager she kept me on hold for 5 min she came back and ask me to get letter from those hospital that they don't have maternity wards. I was a laughing stock from hospital saying that my medical aid is a joke how can they send me for that. You sent me the same letter you sent me yesterday nothing has changed still saying I must pay 25% I hope this issue will be resolved soon as I am not happy with your service