Unpleasant service

My dad's medical aid (Hosmed) has been suspended for non payment. We have been trying for months now (sister escalated in March 2023) to get this resolved. We acknowledge that there is an outstanding balance, however, do not agree on the balance on their statement... these statements do not even reflect the payments my dad has been making since December. (POPs have been provided following my sister's hellopeter query in March). I went to the walk-in center 2 June 2023 and was advised that I'd receive a detailed breakdown of the account, which would take 2-3 hours. I must say though that the guys at the walk-in center were a great help. Keotshepile Mocumi took me through the account & Refilwe Masuge tried to ensure that this matter was resolved as a matter of urgency by the billing team. It's been exactly 1 week and I still haven't received anything. I went as far as sending them my own recon, but that still hasn't prompted any action from them. May I add, we are ready to settle the account, but not without a proper breakdown because their balance is definitely incorrect. My parents are elderly and on chronic meds, they cannot afford not to have cover. My dad has expressed that since Hosmed merged with Sizwe, he has had no joy with the service at all.