Horrific service delivery

After lodging a complaint on Hellopeter in November 2024, they were very quick to respond and request the info of our claim and it was provided immediately. Until today, 26.02.2025 I have still not received any feedback from Sizwe. I called and spoke to Boitumelo at the VIP department in January 2025 where I was informed that my provider was not loaded on the auth ( because they couldn't have told me this since the beginning of time when I first started querying the claim in May of 2022) After speaking to the auth department and having that situation sorted, I was once again transferred to Boitumelo. She then informed me, because this was a 2022 claim it has to be sent to a different department but still needs to be processed as a stale claim (even though it was escalated for stale review on several previous occasions) When I tried calling Boitumelo again today, I was told that the VIP department is no longer taking calls. They only work on emails now but the call center is not allowed to provide her email address. I requested to speak to a team leader or manager but that request was also denied as apparently none was available and they kept transferring me to call center agents. I am honestly very disappointed in the horrific service provided by this medical aid. They are very quick, when answering the phone to inform you " we are here and ready to assist" but where has the assistance been for the past two years? I truly feel that it would be unfair to have the member liable for this claim but at this point it would seem that it is my only option in getting payment for services rendered by my Doctor