**** service from discovery

I tried buying medication sometime last week and when I got to clicks pharmacy my medical aid declined and I could not get the medical aid. I then called the number on my medical aid card ***to try and understand why I couldn't buy my medical aid as there is funds available in my savings, besides the AVR being complicated I was finally put through to a consultant by the name of Nqobile who had no clue what she was taking talking about when she tried to explain to me why the medical declined the transaction. can someone explain to me why I can't buy medication while I have funds available in my savings?