Saving Plan Deduction

Good day. I have contacted Keyhealth Medical scheme numerous time already because I see on my medical statements that my medical savings Plan is exhausted, but I did not use it that much. I contacted the scheme, but only received an email that states they will contact me . I received an automated email that states they will be in contact.

This is where it stops. I need clarity on why my savings plan is exhausted, and why every month there a a deduction.

My Keyhealth number is 50958.

Please see if there can be something done about the ignorance of the scheme.