Terrible service from Stratum

I had an operation on my left ankle in December 2021. I was advised by the doctor's receptionist that gap cover was advised. I told her that I have a gap cover policy with Stratum and she said I should phone and ask if I would be covered. I was assured by the agent at Stratum that all outstanding bills would be settled as I had authorisation from my medical aid for the procedure. I was also assured that U paid back the 10k I spent on admission (for using a non-network hospital) as part of their penalty co-payment cover. To date, Stratum has paid only a limited amount and there is still R23 321.33 outstanding on the account from Life Entabeni Hospital. In addition, I have received not one cent of the 10k that I was assured would be paid to me by the agents at stratum. In total, I will be over 33k down if Stratum does not pay. All this comes at a time when I am unemployed. I was completely misled, as Stratum's agents assured me that any outstanding accounts would be covered in full.