Approved claim not paid to the doctor

So I've been calling discovery back and forth for Dr Mthembus claim to be paid due to an error made by them. Finally the claim was logged and approved on one of the claims appearantly an amount of R3700 was meant to be paid into my account and pay the doctor. So it way past the time i should have received those funds and the doctor has been asking if I have received it yet so I can settled the payment. On Friday I called discovery health the agent assured me that the money would be paid into my account and he will enquire with the relavent department and let me know. Saturday morning the doctor called and asked if I have received the money of which I haven't. So I decided to call discovery again spoke to an agent called Kabelo. He said I owe discovery because I had downgraded my membership. When I had downgraded no said that I will be owing them whatsoever. Now I don't have money and I wouldn't be paying the doctor for discovery healths neglections. I need that money paid to the doctor asap.