Wilmedpark klerksdorp hospital

I'm honestly disappointed and disgusted in the service my mom recieved last night from this hospital in her condition my mom is on of the people I've covered on my medical aid which is the bankmed basic plan last night my mom was rushed to the hospital and no help was offered but was told to pay an upfront fee of R1900 for what I don't know because the medical aid covers the hospital 100% called the medical aid today and it is confirmed that no one from the hospital even called for authorization why is this happening?