Bad communication from Momentum - so unnecessary

Good day, It seems unfortunate to have to approach this situation via this platform but when you get no response repeatedly for weeks then we have to do what we must. A few weeks ago I had to see a GP for an issue and I was referred for an ultrasound, I emailed to get approval for my booked date (as a date is required to get approval) and received a response to provide a code for the procedure being done which I sent back almost immediately. I then waited, followed up a week later and another week later and then the day of my appointment came and I followed up again with no response. I naturally had to go for my appointment and have now been slapped with the bill because Momentum has refused to pay the cost (which I was assured would be covered by my membership)

It would be great if someone in management could assist here as now I am being harassed when it was not me who dropped the ball. I have email proof of communication should it be needed. The reference number for your enquiry is ***