Poor service by Healthsquared

On 4/5/2020 I send an email to with regards to a claim query, stating that myydaughter handed in a script at Cornerstone Pharmacy for medication with a total of 561-45 on 31/3/20. Healtsquared declined the medication with reason member/dependant not registered and she to PAY THE WHOLE OUTSTANDING amount. I had no reply back on my email. Receiving my last statement I noticed that the claim was on the statement. But that an amount of R109-00 was paid to Cornerstone Pharmacy. How can that be, as the whole amount was paid by my daughter. Did the person that received the email either did not read it at all. or maybe did not understand what I was explaining in my email. I want an explanation please. Why are the pharmacy getting paid R109-00 as according to them Health squared Declined the whole script and daughter had to pay the total of the script I.e R561.45????? I need this rectified ASAP please