*********** service and totally unfairness

So I received a call from a very nice lady who for once had sympathy for the critical situation my mother is in but unfortunately could not help me and transferred my call to Olga who could also not be of any help then she transferred my call to yet again very heartless and rude lady by the name Mabula she made told me straight with no hesitation that they will not provide me for the services we pay for but there is 2 option we either take a public ambulance or we pay for a private ambulance out of our pocket. This people do not know how critical my mothers illness is I have asked for email address or WhatsApps number to belittle my mother and show them how much critical ill she really is but still they don't care as they already received their premium for this month. If I really don't get the service we request from them I will really take this matter beyond hellopeter. I mean we don't need that much we need an ambulance or are they scared to pay out my mother when she is admitted to hospital. I really can't predict how my mother's health will deteriorate day by day.