Not Happy with the service for claim payment

I am not happy at all with service I am getting as the consultants they don't know wat they are doing. I have seen the DR a (specialist) and claim was sent as I paid part of consultation by cash I sent claim to medshield, I was told that I cant claim copayment which I do understanding and ask consultant to continue with the claim of the Dr. just yesterday I saw on my profile the payment for the DR has been reversed and the payment must be paid to the member which is unexpectable as now the Dr is not paid and I must go for check up,He wont agree to see with an outstanding amount on the account please rectify your mistake and pay the DR .I pay my subscription every month without any doubt but when my Dr account is not paid I ask myself why am I paying medical aid. can someone from medical aid contact me as I need to see the Dr next week and the account must be paid