Annoyed

The worst I've seen by far, how can I be paying for two years straight and my first time ever using it for a gp consultation that falls under the bonitas network and still my claim gets rejected when I've never utilized it? When I try to get over the counter medications they tell me my funds are insufficient? How? I tried using the whatsapp to get someone to speak to and I keep on being told I'm in the line it's been a week now. Would not recommend it