Failing to take accountability

We have Discovery medical aid decided to add the vatality for the benefits after joining there came a time where we were changing banks and informed vatality where we were sent a document to fill and send back and did as instructed and unfortunately when the consultant received the document they did the mistake of treating the document as a new client and canceled our vatality and we lost the benefits while they deducted when they saw the mistake 3 moths later.and when we called over and over again we never got assistance especially because we were complaining about the gym benefits.we call and don't get directive and they always give a deadline as to when they'll fix a mistake that their consultant captured but they never do. Even when we call we are on hold for ages and there is no accountability even after they checked emails and documentation that we filled for change of banks but their consultant canceled our membership and added us as new members and with all that evidence at hand they still don't prioritize assisting us. We have asked we get our gym benefit without paying the fee hence it's not our fault we were removed but still no help,instead we get referred from one department to another and also promise to send a letter of instruction so that we don't have to pay to be reinstate on our gym benefit but they never follow through . Time is being waisted and also our airtime hence they never follow through or want to take accountability for their fault. Mind you we were advised for us not to experience this kind of problem again we change from debit order to stop order and we did that but still they refuse to fix from their far end