'Terrible communication and service

I have a medical Aid with Topmed, I sent them my banking details nd to date they have never debited my account saying that the account details are wrong of which Its not possible because I use the same account for everything else. I make manual payments monthly and now they said I have outstanding payments. They don't communicate only until I had a query from my doctor for non payment from their side. How ridiculous is this. I called to inquire again and the consultant said they will get back to me to date nothing. Im fed up with Topmed. They need to sort this whole issue out