Discovery medical aid suks

I have been suspended by Discovery medical aid, I have emailed them all my statements to check. I have gone onto their website spoken to a bot then assistant, I try to explain check my balance you ran a debit my balance was so much less debit check my balance, I also did a payment on web page which I am logged into, not one phone call just email stating still suspended. I was involved in a head on collision with my parents late December 23, and lost both of them and lost my job. I battle to make payment as I am now unemployed, suppose customer service is not part of Discovery planning, can they not phone me and explain what's going on. I am discusted.