Unauthorised debit Bank Account!

I sent a query on 06/12/24 with questions regarding reinstating my husband medical aid cover. received no response from Bonitas even after calling and following up numerous times. On 12/12/24 I called Bankmed and got cover for myself and my family immediately. To date Bonitas has never responded to my questions on my email nor did they confirm whether they will reinstate or not. In February 2025 they sent a "notification of outstanding debt" in the amount of +/- 22K to which i responded and disputed. Subsequently there were unauthorisefd debits from my husband’s bank account amounting to almost R33K! I called, email and sent through all the necessary documentation as requested - many times and was promised the cash will be refunded on the10/03/25. Still waiting for the refund. Now all of a sudden, they need a certified copy of id to process the refund. Why did they not need certified copy of id this when they reinstated and ********ly debited his bank account? Why was there no debi check mandate? Why do I now have to beg for the cash back when it was never supposed to have been taken????