Discovery Miscalculating Self Payment Gap!!!

I’m beyond disappointed and feel like I’ve been cheated on my Medical Scheme Savings Account (MSA) Self Payment Gap. Every year I go through my MSA by no later than May not because we are a sickly family but because we are on a lot of chronic medication and my Autistic daughter receives a lot of therapy. However, we are used to going into the self payment gap and because of our monthly expenditure of medication and therapy within a maximum of 3 months we are out of our self payment gap and in our Above Threshold. However, this year our self payment gap seems to be ridiculous and has not followed the regular pattern as per previous years although nothing has changed. If anything our expenditure on medication has increased so it should have been reducing faster. When I noticed something was wrong I requested a SPG report which was in July and when I received it I picked up that something was wrong so I put in a query for someone to contact me to discuss. I received a call from an agent to say she needed to get hold of the report and once she had it she would call me back. 2 weeks passed and no call was received so I contacted the Call Centre to get assistance, and after an hour on the phone mostly on hold because the agent was getting assistance from her team leader she eventually came back and said she won’t keep me waiting any longer as she needs to get hold of the report and she will contact me back. I’m still waiting for this call. I’m very well versed on what reduces the self payment gap and with the amount of money we spend on chronic medication monthly since we ran out of MSA and therapy within therapy monthly we should be in our Above threshold limit already yet we are still in the self payment gap. In July for example we spent R14500 on chronic medication and only R1000 came off our self payment gap which is clearly wrong. That’s just one month the others are just as bad!!! I feel cheated as ever since Discovery put an annual threshold on the medical Savings threshold it feels as if you are doing whatever you can to avoid paying medical expenses yet you keep increasing premiums😡