Bonitas Customer service terrible

My mum has medical aid through Bonitas Boncap option yearly they request income verification documents which I submitted, now they come back an ask for things I have already sent. Does anyone read or pay attention at Bonitas? She is a widow an pensioner an this is the 2nd time we having the same problem with this medical aid. they lack customer service and empathy towards to elderly. Where the hell would she find a job at 65 yrs of age? further more you ask for a letter from SASSA confirming pension amount I sent you a statement get of you A$$ & LOOK on the statement, then you ask for a letter confirming who pays didn't I state in the email I pay it?. Bonitas seem to be sitting in a cave rubbing 2 sticks together because they have no way of dealing with clients.