Bad service

I had a online chat with Claire in December, apparently our membership was suspended due to the fact that our debit order did not went through, I asked the lady how could our membership be suspended without any notice, according to her we did receive an email on the 6th of December, I went through all my emails I was unable to find any notice. According to her, the payment was retried on the 3rd, but on that day there was more than enough in the account, this is a lie., the debit order was not retried. We have proof that the payment could have went through on that day. I asked her for the banking details so that I can do an eft to get our Membership up and running asap, due to we have 3 kids, we can not afford it to have a suspended medical aid she said it will not be needed due to the debit order are scheduled to go off twice on 1st of Jan, it did indeed. Online I activated and transferred money to our wallet, it is still not available, i contacted (chat) and spoke to Brad, first Brad said he is unable to transfer the money from the vault to our wallet due to our membership are suspended, later on he excused himself that it was indeed paid, but the system was not updated, then he wanted to speak to my husband who are the main member, I told him my husband signed a form to give my full access to the account to be able to handle issues like this. he was not able to make the money accessible in our wallet. I'm still waiting for this to be done, I did it online as well, and it still show nothing, I need to go to the dentist tomorrow, and we are paying for a medical aid, we are unable to use. They even suspend our membership without ANY notice, when the debit order goes off for YEARS only did not go off 1 time. Really bad , tried to phone, hold the line for an hour, even online chat. My issue is still not sorted. Did the customers really asked for this vault thing. I really dislike it, to much issues. Now I'm complaining on hello peter, with the hope I will get somewhere with my issue, and get this sorted. I try to sort this for 5 day's to long now! Then we are suspended, an noticed was send, and then it was not, a debit order was retired on the 3rd and then not, then we did not pay, when we actually did, and then we did pay, then i can not request the transfer from the vault to the wallet my husband must, and then they are looking or the proof that my husband gave me full access,... really get your facts straight.