Registration

I joined my employer on 01/11/2015 and my hr department sent my registration documents to banked. I struggled to get confirmation until December 2015. I got my membership number and even used my medical aid to buy medication. In January 2016 a pharmacist informed me that I couldn't buy medication be case I was not on bankmed. I followed this up with their call centre and was sent from pillar to post. Yesterday when I called to follow up I was told that I have been removed from bankmed due to an amount that I owe them when I ws once a member in 2013. Which I fail to understand because I was not informed. How was I then registered in 2015???? They are continuing to take my monthly premiums yet I don't have medical aid. If I where to have a medical emergency right now what will I do??? The call centre is helpless because they even refuse to allow me to speak to a manager.