How Medihelp offered a covid relief then demanded I pay them back penalty fees for choosing their relief option

Medihelp offered me a covid relief option. I was on the Unify plan and my savings was depleted due to incorrect payment by medihelp. I took the offer to move to their lower option. The form did not specify any clause about previous options and NO ONE FROM MEDIHELP CALLED ME TO TELL ME THAT I WOULD BE PENALIZED FOR MOVING TO A LOWER OPTION. So 4 months went by. I paid for the new option. R4500 per month. I have never missed a payment. I have never paid late. At first the medical aid sent me one email. Then the lady from the finance office tried calling me, but I am a teacher and could not answer during school hours. Every time I tried calling the phone was never answered. I then posted my story on hallo Peter because my case was not being solved. They phoned me the next day and said that I had no choice but to pay the full R11900. I explained that I did not know anything about the previous plan and the penalties. would never have moved down if a covid option was not offered. Now I am being penalized for their incompetence. Medihelp did not do their job, they did not contact me in any way to explain that I cannot move down due to my previous plan being depleted. They just went ahead and moved me down knowing full well that they would nail me in a couple of months. On the 1st of December, I had to get my little 10 month old girl vaccinated. Take note that I am paying in full for my current plan. Every month. At the pharmacy, they told me that my medical aid has been suspended and that I would have to pay R800 for her vaccination out of my own pocket. I was livid. Medihelp had not called me to say that they would suspend my account. Now I have no medical aid? But they are quick to take my monthly payments.. What if something happens to my family. They have a blatant disregard for our lives and just want our money. I have offered to pay R200 per month because I cannot afford more than that since I am still paying them in full. They refuse to unsuspend my account until I pay the full amount. Who has that kind of money. I am being held responsible for a payment that I should not be liable to pay. Why offer their customers relief during covid just to penalize them after a few months. This is not just. They are now playing with the lives of my family..