Poor customer service

I have been with Medihelp for more than a year on a student plan. After requesting to change my student plan to one of their other plans, as I am no longer a student. I got billed for the new plan and the previous student plan, of which I got confirmation of it being terminated. I have never missed a payment in the past, and the debit order amount got rejected by my bank as there where not enough funds to pay for 2 medical aid plans. I have explained the situation to my advisor and she took the matter up with Medihelp, but they did not respond to her in going for 2 weeks time. I took the matter on own hands to try and get through to them, but still no response. Instead I get a message stating that my subscription has been temporarily suspended, attached the ridiculous outstanding amount of my new medical aid plan, and my previous plan.

This is really poor customer service! If this situation is not being addressed soon enough I will have to find an alternative service provider.