Useless Medical Aid

My wife went to see a specialist at Milpark Hospital, we paid R2000+. I then called the scheme to find out the process of claiming back, I even asked the consultant which bank account details do they have. She told me I'm still on Capitec, I then told her my bank has changed, she then sent me a link with change of banking details. I completed and uploaded all documents through the app. I made a follow up about the payment, I was told the money will be paid into a dormant Capitec account. I told the consultant I have given instructions and completed a form updating my banking details. He told me he's escalating, I called back a few days later, he told me payment is being processed. Today I call again to find out, I am told payment was processed on the 2nd and will be paid into my dormant Capitec account. Now what kind of stupidity is that? Why are you ignoring my instructions to pay into my new account? Why do you insist on paying into an account you know it's not working? Why are you making your gross incompetence my problem?