Theives with no bad customer service

I am so livid. I have a product with Sanlam, and as a result, I have a Sanlam Reality account. I used my Sanlam Reality to join Planet Fitness gym to qualify for discounts and have been making payments as expected. Everything was fine, and I was billed correctly for one year. Suddenly things changed this year. In January 2026 they billed me a little extra, and I thought it was their annual increase, as they had sent me an email announcing that it would happen, so I didn't query it. Then in February they more than double-billed; I called to enquire, armed with my Planet Fitness gym visits statement. First they said that I didn't meet my monthly visits to qualify for the discount; I proved that I did, and their system also showed I did. Then they moved to saying that it is because of a glitch where they couldn't access my Sanlam product when calculating my monthly fees. What a random excuse to make! I asked how they have been correctly calculating my visits and billing me correctly for a year and what changed. They said I need to send a benefit statement to them. I told them I never had to send a benefit statement, and they always calculated it correctly because this is Sanlam's internal system that speaks to itself. So now, in essence, I must get a benefit statement from Sanlam to send to Sanlam Reality so that they can bill me correctly and investigate themselves. I asked if they would refund me, and the consultant was giving me some standard call centre explanations; even he didn't understand. How is it that they have been billing me correctly for almost a year without me needing to send them a benefit statement? Now that they made a mistake on their part, I must suffer. This doesn't make sense, and they are refusing to take accountability, and it is bad. It sounds like they did this on purpose. And now rather than correct it, they want to frustrate me so that you can give up and they can justify their theft. I am not going to let this go.