Any excuse to reject claims will do

Despite being regular payers and having a long history of keeping our account in order, our Bestmed premiums went up year-on-year without us having been made aware of the new amount to pay - possibly because the main member is a retiree who doesn't have access to corporate emails and relies on Bestmed to let him know these things. We continued to pay the amount we had been paying previous year, and thus our account went into the red over some months without us being aware that we were under-paying. Instead of first contacting us to inform us of the problem, Bestmed went ahead and suspended our membership and started rejecting claims. In order to get the account paid up and back on track, we need to see about four months' worth of charges and payment history as recorded on the account - including the December/January transition. When asked for this info (in very clear terms), Bestmed responded with a letter indicating the value of the new premiums - completely unhelpful in the context, as if the consultant hadn't actually read the enquiry. (I must also point out that this letter was addressed to THE WRONG PERSON - a stranger.) Then, when it was pointed out that this wasn't what was needed and Bestmed was again requested to send a statement of account specifically showing charges and payments, their response was to simply resend that exact letter again. ("I trust you will find this feedback useful" - ha!!!) In other words, the consultant again hadn't read the enquiry, even though it started with a complaint about the previous consultant not having read the enquiry! When I sent a further query to try and get the info i needed to settle the account and reinstate our membership, Bestmed responded that they could not send it because "as per the protection of personal information (POPI) act, the email address we received this request from is different to what we have on records with Bestmed." My response to this was that the email address in question is the one that Bestmed sends monthly claims statements to, and so it is impossible that it isn't the one on record. (I eventually sent two emails to Bestmed in succession, since they ignored the first one and have ignored the second one as well, so far.) Meanwhile, there are medical service providers waiting for payment because Bestmed couldn't be bothered to make a courtesy call to a member who has an excellent record of paying on time etc., and just didn't realise the payment amount had changed. I'm horrified by the level of incompetence and lack of due care for member well being displayed by Bestmed's customer service representatives in the course of my dealings with them in this matter. I just need an account statement so that I know exactly what to pay and how that amount was calculated. Not a claims statement, not an indication of what payments will be required going forward - just a STATEMENT OF ACCOUNT so that I can settle in full.