Claim not disappointing service from Bonitas

Am extremely disappointed with the service am receiving from Bonitas. am paying alot of money for me to receive such a service .I made a claim which i got an email that notified me that the claim will be paid back to my account on the 5th July . Nothing was paid and i then send an inquiry which showed the email was read but i did not get any reply.I then went on Bonitas website to chat to the consultant whom told me that the money will be paid within 24- 48 hours .today again i checked my balance nothing was paid.send another email and didn't get any reply.i went to the bonitas chat where i typed my concern the consultant took time to reply me and when she/he finally rep**** he asked me few questions which i answered.then she wrote this to me " Please note the reason as to why claim has not been paid as yet is because the bank details are not active" i then asked why didn't anyone call me to notify me that they struggling to pay me due to an incorrect or old banking details. the consultant never answered me .i then asked her/he how do i rectify the banking details then i was send this " Kindly be advised in order to update your bank details we require: *ID copy of the account holder.*1 month stamped bank statement.*and an instruction of how to load bank details (Contributions/refunds or both.) The documents can be sent to fax ********** 171 or ********** .. while speaking to the consultant i received an email to say the claim will be paid on the 12 July now the payment date has changed.so i asked why when i joined Bonitas i didn't have to go through all the process of getting a stamped bank statement now that am claiming for the money i have to go up and down to the bank to get a stamped statement.and no one is calling me to let me know about all this i have to find out myself ..emails are just read and not rep**** or not even a call from consultants to tell me my account is invalid .the consultant never answered me until the chat was closed automatically with a ref number :We note that your chat is inactive and subsequently closed. Your reference no is: 090718QW2990 Thank you .this is very unprofessional .i was not even done with what i wanted to ask regarding my medical aid .but the chat was closed because someone is lazy to answer me or was just not interested in what i wrote,