cannot get meds and dont get refunded

we have discovery medical aid. we have over 2000 in the account yet when we try get meds at dischem or clicks its denied. so we by with cash and try clsim it back to no avail. we need an urgent answer to this! we need the money refunded to us and to be able to get meds. in 9 years of being on discovery now we have non stop hassles.