Pathetic Service

Went to Spec-Savers Westgate around 8 or 9 January 2019, dates might not be 100% correct. Ordered my 6 month supply of contact lenses and collected probably a week or so after. No problem, that was until I received statement from my Medical Aid Bankmed and I could see that the claim not paid, reason motivation required? I had no idea why so phoned Bankmed, was told my optometry benefit only effective 20 January. Spec Savers phoned twice, knew about this and still just proceed and never notified me. I phoned Spec Savers then, spoke to either Samantha or Marie (One is in accounts) One I spoke to said she would come back to me, also lady in accounts, either Samantha or Marie to phone me and yes still waiting for that promised calls I then went to Spec Savers Saturday 2 March, Claire did assist me and was to follow up the Monday as I explained again the claim not paid and I won't be liable for the claim either. Claire never bothered to come back to me, more than a week later I had to go to the store again. Claire now very apologetic but to follow up next day, that now when I was told the previous Saturday motivational letter to be sent and follow up to be done. Wednesday 13 March came back to me, now my optometry benefit only effective 20/01/2020, I disputed this but I admit I was wrong as when I phoned Bankmed again now I was told yes only 2020. See next complaint directed to Bankmed, but my concern here is that so many promises made, I had to do all the follow up and nobody bother to come back to me. When I phoned Bankmed now Tuesday I was also told to date no motivational letter on file and as I was under impression my benefit due 20/01/19 I even told Claire I hope even with the motivational letter Bankmed won't pay the claim. Now that I know the benefit only effective 20/01/ next year my question why was i told motivational letter 1st to be sent, then sent and now I hear nothing still done. Again, I won't be liable for any amount, I was never kept up to date, never given correct info etc. i also requested Claire on Tuesday and Wednesday that Ronel from Spec Savers phoned me and I also wanted e mail confirming am not liable for any amount as well as my file information as I surely won't be staying with Specsavers after all of these years because of this pathetic service. Sort out the issue, write off the amount if need be if you can't convince Bankmed to pay the claim and put this for me in writing.