Bad Customer service

Prior to me going for a caesarian section I had called the medical aid for advise since my doctor wasn't contracted to polmed and I was advised that the medical aid will pay fully. Went and had my baby submitted a claim and I was advised that out of the r21000 only +R7000 was paid which means that I need to pay for the outstanding +R13000. I was further advised that the claim was paid a scheme rate for the operation and also after care and 6weeks checkup 2hich I didn't dispute. But now I had asked them that someone needed to take accountability as I wasn't advised properly by their agents. I have sent countless emails and also phoned countlessly but no one seems to be getting what I am saying but keeps on rejecting the claim reason being that it was paid at scheme rate. I get the same automated emails. I even requested to be called back but I can honestly say that I am still waiting for the call. Even went on above and beyond and emailed their escalations team but I get the same automated email. Even emailed their Principal Mbasa Mxenge but haven't received any feedback. So they don't want to take accountability and responsibility that someone on their side messed up but keeps on sending the same automated email. No phone call nothing. This has been the worst customer service I had ever received no one on Polmed clearly understand customer service. On other times when I called I was told that my previous ticket had been closed but I had no information of that. So also ticket are closed on their side without them informing the other party. When you request to be called back no one bothers to call back. I am so highly disappointed at the level of service I had received.