Claim paid to my ex, now I have to pay penalty!

When I was divorced, I changed the debit order so my medical aid could continue. If your medical aid debit order changed, you assume all is fine. Not where discovery is involved! When I send in a claim where a payment must be made back to me as member, it was made into my exes account. When I dispute the payment into his account where I changed the banking details, it was told to by the the principle officer that I have to pay a penalty of R245 to call that payment back from my ex and to pay the claim to my own account! Really! this is unacceptable as I made no mistake from my side! and so by the way, this is the answer after a week of battling to get any help!