Deduction for medical aid more then what medical aid that I pay

I am needing assistance and not getting anything, phoned in on more then 1 occasion and spoke to more than 3 consultants , on 2/1/2025 an amount of R4898 was deducted from my account for my moms medical aid which I pay , and we supp**** all relevant docs for the new year and communicated via email regarding the docs , was told on more than one occasion that the money will be in my account in 2-4 days , days turned into weeks and I am still waiting phones last week only to learn it has been approved only then ?! I am a very confused regarding this , please call me urgently on ***