Claim not paid

I was went to a GP in 2019 who referred me to a Gyena who's on the medical aid list,few weeks later I got a bill from the Gyena saying Remedi didn't pay and I'm liable.i called Remedi and they told me that they will pay and the issue was sorted even sent me a confirmation.I'm now receiving calls from collectors saying im on ITC due to the same amount that has not been paid by Remedi.what is the point of having a useless medical aid with *********** people.