Claims not processed accordingly

My name is Brenda Bapela I am a Bonitas medical Aid since July 2014. July this year I took my kids to the Dentist . The Dr submitted the claim as usually to the medical aid but it was not paid . To my surprise I got a call from the DR already confirming that he is going to list me as the amount is still outstanding . I phoned the call center on *** and I spoke to Jaundre Keet Ref no 110915QGN73 who confirmed that the amount that was claimed was paid to FNB acc *** and my account no *** and I never received any money . Jaundre advised me that I must go to the bank and do the reversal which the Bank Personnel confirmed that it is highly impossible . Can you please assist me regarding this matter as it is now starting to affect my credit record . My tel no is ***.