I need my refund, communication is key, communicate before you just take money from our payslips,

I received an email in October reminding me that one of my child dependents will be over age after their birthday, so the medical aid sent me a form saying if my child is a student or is having any dissability I should sign and take it back to them. I just read because the option of adding him again as an adult I can not afford that. I have phoned the Gems medical and I was told I should wait a consultant will phone me back, this week I phoned and was assisted again by a lady that said first they will call me back, and I asked when, after insisting she finally started helping me and said my payed contribution is not showing on their side, I asked to send her a payslip and she said I can phone after the 15th, I asked again when will the money be refunded to my account as I need to pay rent, I was made to wait on the line for about 2min, she came back saying the money will be paid back in January if it is due to my side but she can’t confirm. Why does this medical aid do as they wish in our payslips, I have bills to pay, I have rent and food for my children, why is this company doing as they please, the increase was never even communicated with me.