Inactive policy number

I recently signed up for discovery medical aid. The sign up happened in the middle of July. I was assured that my cover would start on the 1st of August of this year, but when I needed to buy medication, I found that while I have a policy number, I am not active and cannot access the service because my dependents are registered under another person's medical aid. When I spoke to the consultant on the phone, they could not resolve my query and could not give me a solution. I have a child that is in dire need of a specific medication and I can't get it because of this error. I am also being charged for all the days that my policy number is inactive and yet myself and my children are still without cover. I need this resolved immediately.