Suspended med Aid, even though

So, having many experiences with Bonitas responses and feedback. My medical aid has been suspended, the reason being non payment for August. However my account was double debited in September. So my account has been suspended the entire month of September, even though my double debit went through. The agent advised it would be escalated, and this could take 3-5 days. So in the interim It will be suspended, even though it paid.