Hassle to get account paid

I’ve been asking the medical aid to make a payment from my medivault to the hospital since February till today this has not been resolved nor done as I have requested. Is this the type of service that I’m paying for? First I was told that I am not up date yet they debit my account every single month, now it’s a run around for them to pay a hospital bill that I have given instruction to. Am I really paying for such service where consultants don’t do their job? Is this fair on me as a client who makes sure that they get their money no hassles every single month?