Fedhealth failing to go a simple thing as allocating payments made to them!!

So mid December I asked Fedhealth to cancel my medical aid and also advised I would be making the payment for the savings end of Jan, and I did so and also sent proof of payment to their mailto:*** email the day the payment was made on the 25th of Jan. Now I’m being told I still owe for the savings, how long does it take them to allocate payment made into their accounts I mean really!!! Please stop saying I owe cause I made the payment and will send the proof 10 times now from this moment if it’ll get y’all to get off my back saying that I owe you. I understand termination was backdated to November and December claims will be reversed which I’m fine with but why are you saying I owe!!!