Incorrect information supp****

I have contacted Bankmed on several occasions to no avail. I twice been ill advised of processes by Bankmed consultants and now have been told that my claim may not be put through. I submitted a claim on 4 Jan 16 and was asked to send in more information on several occasions. I agreed and sent in the extra information. Today, 30 Mar 16, i called through again and a consultant advised that i was unable to submit the claim. I emailed the person who assisted me last time and he advised that the payment can be put through. Upon contacting Bankmed again, the consultant advised that the email was incorrect and the consultant was meant to say it cannot be processed. I was given a piece of information, the second email which was sent through by the consultant in no way instructed to disregard or discard any previous communication. It is unfair that I was fed wrong information. I have been on Bankmed since the day I was born. I pay my monthly fees yet it becomes my fault and problem when I am fed the wrong information. It is extremely unfair. I have sent through a complaint to Bankmed however i don't receive responses from that email address. Kindly assist with a resolution. Urgently.