Bonitas is De*****ing pensioners

Bonitas Medical aid is running ********** transactions on their members. We are dealing with an issue we were advised was dealt with a few months ago. Medical Aid being suspended due to an outstanding R14635, however this amount was settled and we have pop we even received a refund regarding over paying. Medical aid was active again for a couple of months. To our despair,whilst calling to boook a specialist,we found out our medical Aid is inactive,but they are still debiting from the member as well as receiving the employer portion. We were told the membership was suspended in August (we are now in October ) and all payments are still being debited by Bonitas.. when we call to query, all 7 agents gave us different information. We requested recon statements as well as call scripts to hold people accountable but none of that is being provided. We were told this amount is from December & Jan.another agent said they can't see it. Question is how was the medical aid active from March - August if that amount had not been settled? Over and above no communication was sent to the member to advise of the suspension. They just kept debiting money. So who in the accounts department keeps flagging tbis membership and for what reason? I've spoken to Atleast 3 managers who said they will assist but none of them have done anything. My mom is a pensioner and she was meant to visit a specialist,she can't because Bonitas suspended her medical aid and also debited money from her account months after. Her health is in the red ,she's very stressed about this. But no one seems to care. So we are going the Legal route.