poor service and customer service

Poor all round service from Infinity health,I suggest you stick to the conventional medical aids

My wife is on one of their plans and we missed a payment and together with new month where a payment was due,she called and couldn't get through to a consultant,so she used their chat service and was told a consultant will call her back,it never happened,the month earlier they called her to speak to her sister because we referred them

We contacted them to find out why the medical aid was cancelled which we found out from a doctor,upon calling them i spoke to an agent who was very unprofessional,his name was,first he told me my wife changed his account then told me that they cancelled for non payment and they has the right,then i asked to speak to his teamleader,he tells me that he will put me on hold but fails to and when i heard his breathing on the line and said hello he tells me a supervisor will tell me the same thing,after demanding to speak to a supervisor,a lady by the name of Pumlele comes on,she introduces herself as a senior agent/Teamleader which is odd that a big organisation will have a line manager who is also an agent,she tells me she will investigate and come back to me-i agree.She calls me a few hours later and tells me that my wife spoke to them in Feb made an arrangement and didn't honour it,this is a lie so i asked for the call recording and any scripts according to my rights under data protection-her response was shocking because i told her what happened and wanted to pay immediately what was outstanding-she said they have the right to cancell however what happened to customer retention also very aggressive on her response,she said i have to the right to listento my call i can come up to jhb to listen to the call,fyi im in durban or they can play the call via a conference call-i have a right to my details and i will follow up to the ombudsman beacause they **** about any arrangement made,my wife called in and couldnt get through,she used their chat service and the consultant told her someone from the accounts department will call but never did,they called some time before and asked for her sister who has a policy with them,we referred them.Also what i find hard to believe is that it comes with add rescue service,that stayed active yet they cancelled the policy,why would i keep the one without the other.I asked her to get her complaints manager to call me but didnt yesterday nor today,a manager called my wife by the name of EJ and she said he must speak to me,he asked for power of attorney via email,this is the funny bit yesterday both agent and supervisor covered all my wifes details with me,no request for power of attorney,today they require it so by law they breached her rights? All i wanted was to reinstate the policy which they want to do with a waiting period,why? im willing to update the policy,they didnt debit the last payment because they cancelled it,everything is not black and white,yes there are policies,and we did miss payment but shouldn't we be made aware of that or the option to fix it,what im unhappy about is how i was treated and also that im was **** to to get me off the phone,what they also dont know i work in this industry and know when my rights have been breached,i will take it to the ombudsman if they dont deal with this appropriately.I also want all the chats etc and calls etc