Service Requests for help

I have a complaint query regarding my membership, i have been informed that i am to be debited twice January/ February for cover. However i was not aware of this, i have been trying to communicate to have this resolved, i have no idea what is going on, i have started using my medical aid, and claims have already been submitted, i will not be able to afford a double payment for January and February all at once, please can anyone assist me with this matter as i do not know what to do , i have requested call backs from departments with no avail, please assist me to resolve this issue.