Are they ******** Customers

A while ago I withdrew from my medical aid which meant closure of my vitality. I then went onto my wife's VItality which took forever to process. One phone call after the other without happiness they finally phoned to say it's done but it exceeded 30 days and now I have to pay virgin active just over R1000 again for this year now my question is - did they do this on purpose or is this a money making scheme between them and VIrgin. I have been a loyal and happy client while on their medical aid but this is unfair and need it sorted asap because all our phone calls have not yielded any results, it's from pillar to post whenever one asks for the way forward. This is not good especially after a good 3years on their medical