changing options without clients enquiry

As a GEMS member since 2012, I had to choose more affordable options on my pension....so I choose GEMS BERYL in Nov 2015. Early in 2017 GEMS placed an ad on FB and I press the button ,just to discover afterwards that it actually means a change op option........of which there was NO indication in the ad. ( Normally option changes are only allowed in Nov of each year., and normally you have to sign for a changeof option ) Since March 2017 after approx 28 telephone calls to GEMS , I am still nowhere in solving this problem,because for 3 months they charged me R1476 p month for the" new"option which I did not ask for. I emailed my ABSA bank statements several times to show proof of deductions. ( My normal monthly paymeny for GEMS BERYL is R 492.00 ) After so many useless calls, they advised me to COUNCIL MEDICAL SCHEMES. ...which I emailed on 18 SEPT 2017, and the latter's answer was to wait until 18 OCT 2017. So I wait and CMS told me to wait until 18 JAN 2018! THAT IS NOT ON FOR ME. I asked to speak to L PAUTZ , legal advisor, who actually told me he could not do anything about my complaint, I have to wait for 18JAN 2018. 1 hour later, 23 OCT 2017, I received an answer per email from him, and my conclusion is , that he either did not read my explanation/ or understand it. His answer was plainly that it was my mistake. Now my question is, how can he be able to give an answer to my request within in an hour, if he was not possible to answer it one month's time!!!!!! I expect a refund of R 2631.00. That's the amount I overpaid because of GEMS misleading adverti*****t. I am worried about GEMS office administration. Throughout their manual they advised members to report *****.