Changed medical scheme without consent

The medical aid sent an email in October to an inactive email address, which they never followed up on or notified me telephonically because according to them they don't phone their clients as they have too many this was what I've been told by the consultant over the phone , and then on the 2nd of march they debited R968 extra also without my consent, this is unacceptable and very poor customer service which I won't advise anyone to join this medical aid if this is the attitude you get from them very unsatisfied with this