PAID FOR SERVICE AND NOT ABLE TO USE!!!!

I've had the most terrible experience with Bonitas Medical Aid Fund. Today is the 18th and no one has attempted to sort my query since the beginning of this month. I'm on the Boncap Income scheme where i did send all relevant docs through to them on the 09/11/2018 except my bank statements which they did request and i mailed it to them on the 21/12/2018. In the new year i received an sms where they stated that they will deduct on the 02/01/2019 which i did make sure that there will be funds available for them. To my shock the deducted my account on the 'highest bracket'! They literally left me with R60 in my ban**** I immediately went to my Bank and reversed the payment and paid what should've been deducted upon the bracket i fall under. Then i phoned them the same day and advised what i did and then they suspended my medical aid - even though i did pay. I was hijacked on Friday evening on my way home, they smashed my passenger window and the guy was literally half inside my vehicle and grabbed my handbag which was on the ground. I'm not even able to go to the doctor or the hospital if anything did happen to me or my 2 year old child which was in the vehicle with me in her booster at the back. Now how the hell is that fair???? I spoke to a number of people and none of them ever came back to me. I've requested a refund and immediate cancellation in which the lady told me rudely over the phone to cancel i will need to give a 30 day notice. In which i'm not able to use the medical aid in which i paid for more than half a month. With every email send you get a ref number and need to wait 48 hours before anything happens. Today is 192 hours later AND STILL NOTHING!!!