Premium Increase Complaint

We have been on this medical Aide for many years and have been on the Azure Plan ever since we went on pension. Late 2017 I received a message to furnish information on income, I then called the call centre to ask then exactly what they wanted and the answer was "that if we wanted to stay on the same plan then no additional information would be required". To my total surprise my debit order from the 1st January was increased by R 1700. I called them and enquired as to why the massive increase and there response was that I had not furnished them with bank statements. I then sent the bank statements to Spectramed as requested. They eventually responded after 40 days and numerous follow up calls.My daughter then received a call that the premium would be adjusted back down going forward but that they could not adjust retrospectively. After the fact they then sent another email to say that we had more than one income stream and therefore did not qualify for pensioners rate. My daughter sent numerous emails explaining that we only earned one pension amount per month which was not even enough to cover our premium and that the other income was drawings from our savings account which we used to subsidise our income as we cannot live on our pension payout. We then received an email back from them where they stated that Income is income no matter what the source is. I asked them to look up Income in the dictionary but they did not respond. My daughter has now written numerous emails requesting that this matter gets escalated but to no avail. Spectramed do not care about their members, we are just a number. The call centre agents say that they will take the matter up with seniors but they never revert back. The service ethics that exist at Spectramed is non existent and believe that this medical Aide company do not care at all. All we want is for someone senior to get involved and to take the time to fully understand this problem.