Poor service from your staff

I have been trying to get them to locate my payments made to them i have even sent them proof of payment ,yet the debit my account still double amounts for premiums yet i have been paying and still say its sort i have all emails from them . Till now i don't know if my medical aid is in order or whats going on ,i don't even know whats the new contribution rate poor service but when payment is late they suspend u but don't bother to get back to you when they owe u money