Kaelo health bad medical aid service

I am on kaelo medical aid for about 2 years or longer now, my family and I went to our general practitioner and at first we could see doctor immediately with our medical aid card but now suddenly the admin lady informed us there has been a change in procedure regarding our medical aid, we need an authorization number sms'd to our phone before we can see doctor, the admin lady said she will call but next time we must arrive with the authorization number, I was asked my cellphone number to receive the authorization code, I waited over 3 hours at doctor, everyone already left... I spoke to the admin lady she said it's a medical aid issue, I do have funds to see doctor, I will have to contact Kaelo regarding the authorization code... I went home ill, I never received the authorization code. 2 days later the main member called Kaelo to cancel the medical aid but it was never canceled, it's 3 months later, Kaelo has been deducting the monthly fees but we can't see doctor. I had a bad flu for 4 weeks and I couldn't use the Kaelo medical aid that we paying for, we've been battling on our own with illness, Kaelo don't provide access to see doctor we extremely disappointed, the main member is struggling to cancel the Kaelo medical aid.