Bad customer service and Fradulent activity

My mum has been with Gems ever since she started working however last week she received an sms stating that there is a claim that has been processed of a Dr who resides in Giyani malamulele and my mum is staying at Bushbuckridge, she was alarmed she called the call center to ask how is a claim being paid to a Doctor that I do not know nor have I ever consulted with mind you she is using a airtime and time to stop stop Gems from processing the claim the first consultant was just not sure of what to say she didn't assit and she only made my mother aware that this was a consultation that was Done on the 24 of March 2021 last yeas year, how so which dependent consulted she could not assist she went on to say my mother should send an email to enquires so that the claim can be reversed fine this was on the 30 of August 2022, on the 1st of September a msg comes on my mother's phone to say that they have paid the Dr an amount of 8932 which made my mum worry more that it means her information was leaked with this Dr even after she called to notify Gems that she doesn't know the Dr, my question is does Fica apply at Gems or they do ***** with their clients information this needs to be fixed you cannot claim money from someone's medical aid and pay a Dr she has never been to its Pure *****