Terrible service from Bankmed / Discovery medical aid

We're forced to use this medical aid when working in the banking industry. They deliver really poor service. It's impossible to get them to rectify their mistakes. They drained thousands of rands from our medical savings account without our permission and still haven't rectified the mistake despite numerous phone calls and emails by my wife and myself. Originally they claimed that the wanted proof of payment that we had paid the service provider directly. This was provided days ago and yet our savings account has still not been rectified. Now I have medical expenses to pay but no medical savings. Bankmed lack urgency when dealing with issues, as they are administered by Discovery, Discovery medical aid is also not a viable option.