Refund

Bad service received from bonitas. I launched a claim for a refund in August until today I haven't my money back premiums are deducted into my account monthly however when you go for a doctor I'm told no funds into my account. I haven't used my medical for the passed 2years by the way. But I have to use my own money. What is the use to have medical if I have to use my money for a consultation . I ask myself what if I need serious medical attention I'm I gonna get the same treatment or end up in a public hospital while having medical aid?? Whenever I call in you a feedback I'm taken from pillar to post. Useless medical aid. Maybe ombudsman should addressed about the same.