BAD SERVICE

I have a stratum day to day cover and hospital plan under the stratum corporate essential plan. So since our plan is under the Spark Schools in May Stratum and Spark had made arrangements for payment holiday for 2 months and thereafter we will make repayments for 6 months which I have been making as per the agreement. I took my daughter to the doctor in May and I also went to see the doctor I am not sure when exactly, but in September I then received a call from the doctors' office advising me that I need to come in and make payment as the medical aid shows that i am not active on the medical aid anymore. Fine I contacted Stratum and i spoke to a lady named Pratika Pursooth and she requested that i send her an invoice and i advised her that the billing clerk is unable to provide me with an invoice because they are unable to bill me because on their system it shows that i am inactive, meanwhile i am paying stratum all along. I then needed to go see the doctor and now i was unable to use the medical aid because it still shows that i am inactive and i contacted stratum to advise them about this yet again and they tell me that it was a glitch on their side and they apologize for the inconvenience and they will sort it out however since i am already at the doctors' office can i not pay in cash and then email them my receipt and an invoice and within 7days i will have my refund, fine i made that arrangement with Pratika and i emailed her the documents as requested. She did not acknowledge my email a week went by nothing from the lady, i send her another follow-up email she did not respond to it and 7days has already gone by and I send another email and this lady does not bother to respond to my emails. I am very unhappy with the level of service that i have received from Stratum and to think that I am now unable to use the card firstly, i still have bills that have not been settled and now I have a refund that has not been fulfilled by them. Such poor service and yet i am paying.