Failure to properly reconcile and trace payments

I am lodging this complaint because I have been trying to get Discovery/Flexicare to properly reconcile my account and explain how my payments were allocated, but I have not received a satisfactory answer. References: *** and ***

Initially, my monthly premium was R2,050, made up as follows:

Medical Aid: R1,397

Emergency/Trauma Benefit: R494

Vitality: R159

Total: R2,050

I was subsequently advised that the Emergency/Trauma Benefit was withdrawn effective 30 April 2026 and processed on 22 June 2026. Therefore, after its removal, my monthly premium should have been R1,556, being R1,397 Medical Aid + R159 Vitality.

However, there are payments during May to August 2026 that I need properly accounted for.

My actual payments include:

May 2026: R1,947 debit order

01 June 2026: R2,153 manual payment to Discovery Life Pty Ltd

July 2026: R2,038 debit order

01 August 2026: R1,397 debit order

03 August 2026: R653 manual payment to Discovery Life Pty Ltd

I have bank records confirming the manual payments of R2,153 on 01 June and R653 on 03 August.

Despite providing this information, I have received responses stating that there was no credit due and that the May and June Trauma Benefit debit orders were returned unpaid.

This does not answer my actual question: Where were the payments that I made actually allocated?

The reconciliation provided to me also reflects R0 billed and R0 received for the Trauma Benefit from May 2026 onwards, yet I made payments during this period that need to be traced and allocated correctly.

I am not asking for a generic billing explanation. I am requesting a transaction-by-transaction reconciliation showing:

Each payment received from me;

The date and amount of each payment;

The payment/reference used to identify it;

Which account/benefit the payment was allocated to;

Which month/invoice it was allocated against; and

Whether any amount remains incorrectly allocated, unallocated, or is due back to me.

I have attempted to resolve this directly with Discovery/Flexicare but have not received a clear reconciliation of my actual payments.

I am therefore escalating this matter through HelloPeter and requesting that someone review the account properly and provide a clear, payment-level reconciliation rather than simply referring me to the billing summary.

I have supporting bank statements and proof of payment available.