Bonitas debits state pensioner 13k monthly premium

Bonitas tried debiting R13000 from my mum's bank account. She is a state pensioner. This .ay have to do with their income verification annually. I had to send 5 emails before they could open the pdf file and view it. I had been trying to send them the docs way before the cut off date and on 18 December they confirmed the income bracket was updated successfully. I rep**** and asked for confirmation of new premium to which they rep**** all is updated. Seems like Bonitas has staff that does not want to do their jobs. Now innocent customers must suffer. What service is this?