No one can explain where my savings went

I called Bonitas on the 9th as I received an email for a claim my son's cardiologist submitted, I called them to stop the payment as we paid him cash and I have a statement for it. Mpho who was assisting me advised that the Prof's claim can't be processed as I don't have any funds which was a shock because as I was talking to him I opened my statement and it states saving balance available as of 31st March is just over R2800, so I asked him if he can't see what I'm seeing,he says there's no funds available but couldn't explain what happened. I then sent my statement to the queries email address asking for assistance,I get a reply to say Prof's claim will be processed but no refund to me as savings are depleted. I'm failing to understand if there is a misunderstaning or Bonitas doesn't know what they doing. Again please explain where my savings disappeared to if Prof was not paid,if he was paid you would need to refund. This is quite simple I don't undersand why no one can @ least call me and explain. Its impossible for my savings to be depleted