We are forced to pay for a consultants mistakes!!!!!

On the 13th of August I called the call center to get medical aid cover on private capacity (Previous company paid for medical aid and was immediately cancelled at the end of July). My request was that I have cover from the 1st of September which I will pay for privately, they took it upon themselves to start our medical cover on the 1st of August. To my surprise I was double charged on the 1st of September. When I called to find out what the issue was, I was simply told that the call center agent was suppose to inform me that he would do that. I was then told that there was nothing they could do for me. I had to suspend my account due to lack of funds available. I phoned back a couple of days later and asked them if they couldn't just push the start date to the 1st of September (No funds were used in August) and was told that they could not do so due to the fact that my girlfriend had been off medical aid for three months??? She has been on my medical aid since December 2015... I am aware that there should not be a waiting period if you move from one discovery scheme to another, therefore there should not have been a problem to have ended our cover in July and only started again in September while changing schemes.

We have now been told we either have to fork out three months of payment or pay the September fee and sit through a waiting period of three months before we have cover.

When we asked for the recordings to show that the consultant had misinformed us and confirm the date we had agreed upon, we were told they would find out and get back to us. NO RESPONSE SINCE THEN.

Why must we Pay for a consultants mistakes????!