More than a double debit on a pensioners account.

Discovery keycare plus required income verification for my mom's medical aid. My dad, a pensioner pays for her medical aid. The required documents were sent through stating my mom is a house wife, earns no monthly income. On 30th December discovery debited R4168 from my dad's account!!! Upon calling them and being put on hold at least 5 times, they state that we need to get another affidavit saying my mom has no bank account. Yet for the last 5 years, there has been no problem. They did not give me any joy whatsoever. But accused my mom of having a bank account stating they received this information from transunion. Yet my mom has absolutely nothing but the medical aid on her name. For the last 5 years we have stated she is a house wife and earns no income, and now there is a problem. A huge amount has been taken off and discovery has no interest in this. Callcenter consultant Ernie, spoke to me. Told me I can cancel the medical aid. I also, told him I will contact the ombudsmen. He then told me he will give me the number and that I can contact them. Is this how consultants take care of clients who have been there for 6 years??