Bonitas Medical Fund - Claim reject

Claim for Dr . Luckhoff that was declined after there was Authorization by Bonitas. After the account was change 3 times they still decline it . Nobody can tell you what is going on. I tried to speak to a Manager but no one can give me a number or email. We paid the Dr out of our pocket R20000.00 and claim R14000.00 back that was approved. As we are pensioners and it is a lot of money for us.
Thanks