Medical Aid Claim

I recently went into Hospital and I was supposed to be paid by the medical aid, the website said they paid me but jack has been paid to my account and NOW ONLY because I started asking questions have some of my questions been answered other than that the company does not reply to my emails and they say that they paid me but I went to the bank and there is no proof that the transaction took place, even on the banks system, I had to waste my lunch time because Discovery could not communicate the issue with me, why must I always beg for money to be paid to me? If it's not the car insurance department its the medical department that does not want to pay, like seriously, is it really called for? And if you saw there was an issue why was it not communicated with me and why lie on your website when I log in and say that you paid me when you know you did not pay me?