Worst worst service ever

Worst treatment

I first gave birth in 2010 through a c-section and recently gave birth again via c-section and sent a c-section template for them to waive the R10 000.00 co-payment.. I've been receiving calls from the hospital to say they haven't waived the 10k payment and I'm supposed to pay from my own pocket while I have a medical aid and I'm on a marine plan and I've sent proof that the method of delivery was not an elective one.. I tried calling Polmed to make enquiries but I keep getting transferred to different people who can't even help me, I was given a number of the "case manager" but still I'm unable to get hold of her as I still get transferred to different people and they are unable to assist.. For over 2 weeks now I'm calling almost every day to get assistance and feedback on the "review" of my application to have the 10k co-payment waived but not getting any help. I've sent all the documents requested I have on me but still they say they want proof that I first delivered via c-section even though the Dr confirmed on the c-section template that he's the one who delivered my first born 12 years ago via the c-section..The information about my first delivery should be on their system but they say it's not there, if they can't find anything about it where am I supposed to find such information.

I've left my number on 2 different occasions for the case manager to get back to me but she hasn't. Now the hospital wants me to pay or face legal actions. I can't even enjoy my new born bcz I'm stressed over this. Everyday I'm making calls but no progress