all ready 4 full paiments and stil on waiting peri

In the contract stand that after 3 full payments u have to wait until the 1 of the next month to be able to use all the benefits but I have paid 4 full payments and waited 4 months after singing the contract and I am still on the waiting period can't take the kidz to the doctor still have to take them to the state hosp kalefong why do I have to pay R499 a month and I can't use it I have waited my time and still I am on the waiting period when I phone them thy tel me its the system and it needs to be updated ore that they will phone me back or every thing is sorted out I can use the benefits but wen I get to the pharmacy to see if I am of the waiting period nothing have changed