Disappointing & shocking!!!!

I have been inquiring about canceling my medical aid and was told twice that I am being reffered to a retention department, I have been put under the impression that a doctor was paid and was only informed that it had not been paid and is now 4 months in arrears. Instead of calling and finding out why I am unhappy I am being ignored and sent messages stating how I gave a month's notice and am liable for certain amounts. HOW CAN I BE LIABLE WHEN YOU CAN NOT KEEP TO YOUR CONTRACT AND PROMISES AS A SERVICE PROVIDER. I have not confirmed anything and been helped or know where I stand medical aid wise I am extremely disappointed!! Working I. The customer service field for over 12 years I have seen many incidents but as a medical service provider it is shocking ????????