Fedhealth are useless

We recently app**** for a bond but have been told that the service provider needs a "default paid in full" letter from Fedhealth. The amount arises from when we moved over to a different medical aid a year ago. The only communication we received was an email on a letterhead claiming we owed some money (a different amount to the current amount) but it said it could be for one of the following reasons and listed a few options but didn't specify which one it was.

I have been trying to get hold of the contact person we were told to contact but that is impossible and I was forced to go through the call centre where I ended up being cut off after 11 minutes of mainly holding and verifying our details.

The bottom line is that I want to pay what we owe but want to know what we owe them for and would like some sort of document that looks a bit more official and not like a 419 ****!!

Trying to deal with them for the past week has been a nightmare and has made me very thankful for the change I made last year.