Claim Paid in to a wrong bank account on the 16/02/2018, and the consultant was rude

I am typing this email due to a bad taste that was left in my mouth because of Umvuzo medica aid scheme particularly Petro the call center agent that I spoke to on the 16/02/2018 time 11:05.

I phoned the scheme on the 13/02/2018 and I spoke to Bongani Querying 2 thing 1.) the banking details that they have on the system are no longer in use and its been three years now. 2.) The scheme didn't pay the whole amount for my son's prescription. I was told to forward my details to be assisted and I emailed my new banking details on the 14th. on the 16/02/2018 I spoke to Petro and I was told that the claim was paid on the 16/02/2018 in the wrong account. my query is that why do they pay in the wrong account while I told them that I have changed the banking details and I submitted the correct supporting documentation in the 14/02/2018 yet the money was paid on the 16/02/2018. when I asked for the manager I was told that there is no manager available that was at 11:25 and I was told the same thing at 12:14 by Petro. I need my money to be paid in the correct account.