Re-instatement of medical aid

I am struggling for months to get my medical aid re-instated, it was suspended although I made payments - the payments were for some reason not credited to my medical aid. I have send numerous mails, every time I just receive a new reference number - nobody is taking ownership and resolving the query. It does not help to call them - you are just on the call for half an hour and gets nowhere. So, it is my problem and in the meantime I do not have a medical aid. How fair is this towards me after being a member for more than 20 years??