UNHAPPY / UPSET CLIENT!

So my Husband joined fedhealth medical aid in September 2017 he was on a general waiting period for 3 months which is normal, in December his medical aid became active in the time he had problems with his bank account and went to sort it out he then changed his account meaning that for December his premiums did not go off but being on holiday he did not take note of debits going off and did not notice his medical aid was not deducted, in jan I noticed he did not pay I phoned fedhealth told them the situation they said I could not give the banking details over the phone I then need to email a copy of proof his bank details has changed and I need not to phone in that they will update it as soon as they receive the mail, feb came and just to see the medical aid was terminated how ****ed that made him! I then sent a mail to member@fedhealth as soon as they got it they gothold of him saying its his duty to find out if the medical aid is active how the hell is we where told not to phone in cause banking details will be updated as soon as they receive the email! im willing to apply again but not pay late joiner for I did not terminate my medical aid . I need someone to contact me asap as I do not want to speak to anyone in the call centre! it was told to email the manager but got member@fedhealth email add , what a joke! I then just got a email saying they received the email but no one got back to me yet again! I need this sorted ASAP