Medscheme useless with admin

We are struggling now for more than 3 weeks to loaded 2 practices banking details with Medscheme. I e-mailed it to Medscheme and they rep**** that they didn't use emails anymore for loading of banking details, we need to do it on the website. Both the practices done it on the website and loaded all the documents. Today we received an e-mail that they didn't have the banking detials info. Why did we submitted it online then ?