Bonitas poor service

I have been a member with them for more than 15 years but their services are becoming poor on daily basis and at faster rate lately. My problem is I have to make copayments wherever I seek services and they are not even advising how to avoid that from your service providers, and my contribution is always 0.00 on their statements, as if I have not made any contribution and they will be having a claim statement with the full amount and they will be aware that they paid less, where do they think the rest of the balance is coming from? And that leads my contributions not reflecting on tax certificate, I use the same service providers to make it easier for them, I pay a lot of money for them to be failing to do such a basic and it makes things a bit difficult for me when it is a tax season, because I have to collect receipts and some of them the ink has faded, trying to communicate with them is nightmare especially on their WhatsApp line.....