Discovery- change rules and members suffer

The EXP medical centre is a supplier where members can go for an additional 3 or 4 consultations per annum once they run out of MSA, And these will be covered by Discovery as a benefit. I saw them in September 2020, and the bill wasn’t paid According to someone in your call centre, that rule changed to virtual appointments. According to the person, there was a memo distributed last year about this. Problem is - it was sent to an email address I haven’t used in 6 months. My email address was updated with discovery, and all correspondence was from the new email address, and discovery chose to ignore it. I, the member, is being penalty due to Discovery inefficiencies. The account is still not paid, as I believe Discovery should pay it due to a lack in correct communication