Cancelled policy for “non payment” even though I had a positive credit on my balance with Florida Blue.

Florida Blue has a program on its website called Better You Strides where you can complete activities to get money towards your premium. I recently had completed a lot of the activities which gave me $50 for each activity completed. This brought me from a negative balance to a positive one where I have a credit of over $120. I had been receiving calls from Florida Blue where when I picked up the phone the representative had no idea why the system was calling me. I had spoken to representative to confirm that my policy had a positive and not negative balance and to confirm that my policy would not be cancelled before it was cancelled on at least two different occasions. It wasn’t till I went to a doctors appointment I really needed to complete that I found out my insurance had been cancelled. I tried to explain this issue many times to a few different reps. The call kept getting disconnected because of their systems they told me which was very frustrating however I got two to “escalate” my issue. Their resolution was that I pay over $255 to reinstate my policy as the rewards are also cancelled when the policy is cancelled. I was also told the other represenatives lied to me. The rep said that I was still responsible for part of the premium. I asked how I was suppose to know this amount when it tells me I have a credit on my balance and still do not have an answer for that. As I never received a letter or anything stating that I owed anything at all. I don’t know how Im suppose to pay for something that is there. Eventually the next day the rep called back and asked for $79 to reinstate the policy. I put the balance on a family members credit card as I couldn’t afford it and need to pay it back still. As I have already been suffering from being sick and having to pay for doctors visits and medications out of pocket. They dated the cancellation back to the end of August so I assume I will be responsible now for the doctors visits they covered while waiting for this invisible balance to be paid. Does anyone have any recomendations to deal with this issue?