online payment issue

Hi I recently changed my bank to Discovery since I also have medical aid with them, I made payment to one of my policies using my card details and it redirected me to the app to approve payment,days after the policy says they didnt receive any payments from even after i appoved it..when I call the call centre i was told didnt i check my balance and they will escalate to IT to check system this normally happens as if it an everyday and trust me had I known I wouldnt have changed my account.