BonCap Income Verification - Struggles

Service is terrible, we submitted proof of income documents for my mother who is a pensioner, but Bonitas do not have the experienced staff to handle their clients queries. I personally sent the documents three times to the Member Maintenance email as well as the Boncap Income email. This is really bad as we have also made numerous calls to make sure the documents were received but never did we receive a response that the documents were received.