Claims not being paid out

We had to change our banking details on our medical membership. All the needed paperwork were submitted. It is now going for almost 2 weeks and still it has not been changed. We are receiving phonecalls from the medical providers that supp**** a service but due to the scheme not updating our details and releasing payment we cannot pay the medical providers and our names are being dragged through the dirt. This is totally unacceptable!!! I have to call every day to check if it has been updated just to find out that it has not been done. This is so unprofessional and very bad customer service. They are quick to deduct money from your salary when you owe them but when they need to pay out claims it is just the one story after the other. Not even a manager was able to assist me - how pathetic!!!