Bad service

Gems charged me R7000 extra on the 14th of Feb after I attempted to fix my medical aid option on the 15th of January, I attempted to get my issue investigated and hopefully get my refund, they said they were investigating, I had no feedback until I wrote here, and then on the day I sent my complaint, they called and said they are still investigating, but how even wen I call to check how far is the investigation no one seems to know who is handling my investigation, while I’m still hoping for a refund, I still say R7000 is alot of money, and it’s even worse wen I tried to avoid it a month prior to the deduction.