Urgent help and very upset 😡

Hi I am very upset with them my daughter turned 21 and had to go on her own medical aid 1st month I paid upfront and second month I put an debit order in place at my bank then comes the second month I was doable deducted I requested a refund and was told why don't I leave it for next month I even asked the person who assists me in taking the policy to assist now thos month debit order gone off now my daughter try get medication from chemists and was told tje policy is suspended how does that work now I must send more documents and proof