Pathetic Bonitas consultants and they don't know their work

I must looking for a quote to join Bonitas Medical aid. I did not approve the quote but suddenly the money for my monthly contribution was deducted without my consent. After about x30 phonecalls and numerous e mails to find out how to get my money back I was informed that it will take about 7 to 10 working days. I asked them what about the money that was deducted for my Gap cover of R504. Their response is that it is not part of the medical scheme and that I must call them to cancel it myself and also to get my money back. I asked them to sent me the necessary contact details to cancel my membership and to get my money back. They didn't know who I must contact since they are just the medical scheme. How pathetic is it that none of their consultant can help me with any information about the Gap cover and who I can contact. Seriously, they are so unhelpfully, every consultant that picks up the phone needs proper training and skills to help clients requesting information about Bonitas and Gap cover.