Registration of the members

Im the member of Gems medical aid and im completely not satisfied about the way they process my request hence im left with the outstanding account that is due against myself .My grandchild was born 21 November 2015 and was registered and deregister December due the fact that Gems did not receive birth certificate and this is not true, I have proof that the fax was successfully sent and did that twice, This is amazing as to how could they issue new gems card without the proof of birth certificate because we received the card on the 07 of December and we used it for baby consultation 05 january only to find out later that Gems is not paying for the consultation cause the child was not registered. Please assist, I have an account that I need to pay for no apparent reason and for petty mistakes of the person I do not know.