Please give me proper answers and not conflicting responses

Earlier this year i went to see a Clinical Psychologist and i had to attend some sessions with the Clinical Psychologist. He recommended i apply for PMB benefits which covers this sort of consultations rather than use my savings benefits.

I filled in the necessary application forms and approval took over a month as Medshield kept losing my application.

Eventually it got approved and i continued my treatment. In July this year i logged onto my Medshield profile only to see that my Day to Day has been exhausted.

When i enquired why i am getting conflicting answers;

1. My Day-to-Day benefit limit for benefit year 2021 has been exhausted. 2. My Overall Annual Limit has been exhausted 3. I don't have a Savings on my plan

All dont make sense to me as i do have a Savings Plan, and my Overall Annual Limit is unlimited.

I am than being told that PMB benefits get paid from my Savings and once the Savings are exhausted than it will be paid from my Risk Pool Benefit / Overall Annual Limit

At no point on my PMB approval was this mentioned, nor is it mentioned on the Benefit Guide (Page 24 which refers to the PMB Benefits.

So can someone please explain to me what is going on?