Miss information

During April of 2018 my Mom (the member of the medical aid) was admitted to Lynmed Hospital, one of the Network providers of the Selfnet option, due to a bleeding blood clot, a brain tumor was discovered on the MRI scan that was done upon admission. During her stay in the hospital a Doctor was appointed, I do not know by who, as this was done during her stay in the icu. This Doctor requested a follow up visit at the beginning of 2019, we went to the Doctor during January 2019 for the follow up visit to establish the state of the brain tumor. Her account was not paid by the medical aid, first they said we must pay and claim it back, when I tried claiming it back, they said they are not paying because we chose to use a Doctor that is not part of their Network approved suppliers. My question to them was why this Doctor has her consulting rooms at Lynmed and was on call during the time of the hospital stay, to this day that question has not been answered, the second question that also remains unanswered is how can we be "accused" of choosing to use this Doctor if this happened during a stay in the icu. My mother was not coherent during most of her stay in the icu, I do not think she had the mental capacity to question this Doctor as to who appointed her and why she is now overseeing her brain tumor if she does not form part of the medical aid's Network service providers.