Medical aid suspended due to admin error and now we have to take the fall

We have contacted Fedhealth to change our banking details due to we made a change from one bank to another, we received a confirmation letter that the change was done on fedhealth side. The email did not mention anything that they are going to deduct from the new acc only starting in March instead the email gave a start date for the new acc "Starting 29 Jan 2020" still they tried to deduct money from the old account and due to the acc transfer there was not enough to cover the debit order. When we noticed that the debit order did not go through we paid manually immediately to prevent any suspension we also made contact with fedhealth customer care where the phone was put down in my ear. I honestly feel that the failure of the debit order was not our fault and it was the misleading email send from fedhealth stating that the debit order account was changed on their side. Even after the manual payment our medical aid are now suspended. Really? This is unacceptable!!!!