Unknown limit leasts to me paying cash

I have always raved about Momentum and their claims process, however, I am FURIOUS right now. I got authorisation for 2018 for a specialist Doctor and so I happily went to the doctor and made appointments when needed. I have just been hit with a bill for December and upon questioning it I was told I only had 8 approved sessions! (less than the annual monetary limit) I was not aware of that! I was informed the Doctor knows to request more sessions if needed, however, my doctor DOES NOT manage my medical aid applications, I do. And I know to ask at the beginning of each year NOT when it runs out. I am absolutely disgusted that your live chat agent could not provide me with details for a manager to assist with this, not to mention that the normal email address I have no longer works. And this is when I stop recommending you... sorry