The most appalling service I have received from a Medical Aid

I am highly dissapointed with the level of service delivery I am receiveing after numerous calls with call centre to advise them that they should activate me and my daughter for optometrist option as we have to do eye test and one set of single vision subject to scheme approval and during the month of April 2018 I spoke to Mpumi at ISOLESO who promised me that she is going to link and update the Activation of optometrist for us to go for testing and until today it hasn't happened yet.Again during the month of May my daughter approach one of the network optometrist providers and she was told that she's not activated on my medical aid which according to my knowledge it was supposed to be linked and updated .On the 8/6/18 I contacted Specsavers that they should help me and my daughter with eye test appointment to my suprise I was informed that my daughter is not on listed for optometrist on my medical aid and the consultant I spoke to at Specsaver took her extra initiative to phone bankmed who tranfer her call to ISOLESO and she spoke to someone by the name of Joy who said to her she must contact me to tell me that i should quickly email my membership certificate to her email adress and therefore she will activate it for me,which i couldn't understand why should it delay for so long because it looks like I am the stupid one that get's confused when everytime I have to make an appointment for me and my daughter I have been told that we are not activated with Isoleso.So what I would like to find out is what is going on either with bankmed/Isoleso?I am really tired of this and feel that I have been taken from pillar to post without getting any help,When are you going to have more competent call centre agents besides a handful who can actually assist??and when you phone isoleso direct to their number you get put on hold for about 30 minutes why??This is honestly shocking and terrible service!