Medihelp is soo unprofessional

Sometime this year I downgraded. So i had some funds left in my savings account which medihelp is supposed to pay to me. After the downgrade was successful I called the called center to confirm my pay date they told me it will be November. Well i knew I was going to get it after 5 months because I have downgraded before. To my Surprise I got an sms this morning confirming that Medi-help have processed my payment and that is without confirming my banking details. When I called to check where they got my banking details as I am paying through my employer they gave me an account number I last used 4 years back. The lady I spoke to on the phone told me there is nothing they can do I just have to wait for the money to bounce back then I can change my bank details which is a process itself. My question to Medihelp, as one of the biggest medical aid in SA is it normal to you guys to make payments to people before confirming their banking details? Because your call center agents tells me that the system was supposed to send me a letter before my payment can be processed which never happened. I need this sorted out please