I have moved over to a new medical scheme number form 1 April whereby I removed me and my husband from the medical aid and just left the children on

I have moved over to a new medical scheme number form 1 April whereby I removed me and my husband from the medical aid and just left the children on. The transition went smoothly, but I have eversince struggled to get access to the fedhealth app. After several emails and chats on whatsapp with their consultants I am not closer to having this resolved