Bonitas placed us on the highest income bracket without requesting for bank statements

Good day They don't even deserve the one star, just that there is no option to move further without selecting a star. At the end of the year Bonita sends through income verification forms which needs to be filled in. We sent through the form which they recieved. Next thing we know is that we are placed on the highest income bracket.when we called them, they say they haven't recieved 3 months bank statements. They did not request for bank statements. They requested that the income verification form be filled and sent with the pay slip which we did. No where did they ask for bank statements. Now we must be liable for paying the extra that was charged for medical aid. Bonitas admin really sucks. When they saw that the bank statements were missing why couldn't they call to say they require bank statements instead of just placing a person on the hisgest bracket. Times are tough, we don't just have money lying around to pay for stuff like this. This is absolutely ridiculous. I will be taking this matter further if it is not rectified for January. And now the medical aid is suspended. Our medical aid premium for the month has gone off but they need us to pay the additional amount that makes up the highest income bracket. Really???