Addition of Dependent

I have been trying to add a child as a dependent. On the 23rd I sent in some forms including a birth certificate and when i called Bonitas to comfirm they said they received everything and in order. On the 25th i checked online if this child was added, and i saw that he was there but with status "new member". On Monday (26th) i called Bonitas to check, but the lady i spoke to, told me the child was not added, she dont know how but she was going to "escalate the matter (i dont know to who) and the child was going to be added on that very same day" . . . Today (28th) i enquired again, and told the above line. The staff is very helpful with excellent service, except the issue is not resolved by whoever is responsible for it, last ***. Atleast i want to know if there is anything outstanding on the documentation i sent, or wil this issue be or not be resolved because the other medical aid (mom's) told us if we add the child before 30 days he ll be covered immediately. Any response will be appreciated.