Claim Process

I lodged a complaint on Facebook due to the problem I had with trying to claim for Routine Care for my 5 dogs. I have not received a call as yet but instead received an SMS stating that the outstanding balance of the claim needs to be repaid to OnePlan and no further claims can be processed until this is paid. Seriously?? I pay a premium for each of my dogs so they should all have the same routine care amount. They all get their Bravecto at the same time and I should be able to claim for each of them at the same time. I do not want to speak to a Claims Consultant, I need a Manager to contact me ASAP to sort out this *******!!