Unwilling to assist

I need help for a friend his he’s on remedy medical aid when he took up the medical aid someone from Remedi called him to choose a doctor knowing very well that he would not be able to have the doctor as a primary doctor now he’s trying to go and see the doctor but the doctor is located at Necro where they are a number of doctors hands he’s not able to see the doctor because it’s on out of network funds have been depleted without him being made aware that the visit is making at Necro are not being deducted as a primary doctor visit but out of network visit and today a manager called him from Remedi advised they will be able to make an exception for him to see a doctor and they advised they would contact him back it has been more than an hour now no one has called back and tried to call back but the line just keeps on ringing and ringing I have no assistance for my friend who is very ill but no one cares we need is taking care of