healthy check not done on my profile

I would like to lay a complaint (Spec-savers ST Georges Cape Town)

On the 25,01,21 I visited spec-savers, on this day I has an appointment at the hospital closer in town and my appointment with spec-savers was at @ 14h00 or past 2 if I am not mistaken, I realized I was running late I then contacted the them, I was told it was fine they can still see me, okay I drove up and I was late with 10 minutes, When I got there someone assisted me upon to my arrival the lady told me that they are closing I then made her aware that I phoned and I was told I will be assisted, and I was with my 7month old baby, when the person assisted me I was standing on until i was done but I didn't mind because I was late, she asked if I can provide her with my medical aid card I told her that I don't have a card I was still waiting on it to be sent to me, I told her that I have membership certificate she then said it is fine I can send the membership certificate by email, Which I did, and she phoned my medical aid and confirmed my benefits she was writing everything on a piece of paper and she asked me to chose a frame while waiting for an eye test, and we did that together and she wrote the code of the frame and the sun glasses on that paper, I did my eye test and everything went well, I was told I will get an sms to say my glasses are ready to be collected, waited for nearly 3 weeks with no sort of communication, called in I was told the glassed were ready and an sms was sent, I informed them that I never got any sms the they checked my contact details my cell number on the system was incorrect they had an old cell number that I was using back in 2019,I never made that a big deal I then changed the number, and I sent someone to collect, then on the 23rd of June 2021 ****hka sends me a whatsapp text at 20h13 to say they have been trying to get hold of me my account is overdue with R4035,I was shocked I asked the lady why was it not paid by medical aid, she tells me the claim was rejected due to incorrect member number I told the lady that my medical aid is still the same and my membership number was only changed on the 1st of June 21,she tells me that claim is now at stale, then she sends me the information the had on their system, they claimed using a wrong membership number now they say I must pay the outstanding amount of which It was not my fault for them to use an old membership number and the also mentioned that I will be handed over