Medical aid outstanding amount payment that didn’t reflect nor got answers for

Good Morning I write this with a heavy heart as I had not been in SA when I made a online payment for my medical Aid premiums went up and I hadn’t left enuf amount so I transferred followed the payment method but my medical Aid didn’t clear I tried to reverse from Capitec and it didn’t reverse got this side called them with no response as I had to call them weekly for a whole to months and they had promised to call me back the other agent said to me it’s they global account then the last one I talk to said it’s not they account I tried communicating with Capitec which is the bank I used to transfer with no luck they said they can’t reverse and can’t help me to call fnb course it’s an fnb account which I had made payments last year on it and it reflects so if they don’t know the account but received payment last year where is the money till today they never got back to me nor did I get the refund