universal health refuses to take responsibility

I moved to Cpt and made the medical aid aware, initially they did not want to cover my doctors visit.once i phoned in to say that i reside in CPT they then changed my details.even though i did email to let them know.

In April i phoned Universal to change doctors again and they confirmed that i have x amount of visits and that my daughters may see DR Moolla, then i get mails that i do not have any visits left. and that i need to incur the cost? why did they not check the call logs and confirm,

now i have left my previous company and they have decided that they can do as they please and ignore my requests.

i sent mails to management and they said they will look into it.

why did they not listen in to the call made in April and listen to what their administrator stated to me.If i did not have visits i would not have gone to the doctor and incurred all those costs.

now they refuse to pay the bills when they are at fault.