Bonitas Medical Aid wrong removal of dependent

I send an email with an attachment of a filled in form signed by my company which states that one of my dependents must be removed which also contains the persons name and id number and they still managed to remove the wrong dependent. What makes it worse is that i contacted the consultant directly and asked if she got the email and she confirmed it. When i look on my monthly statement i saw that the wrong person were removed. How do you achieve to get something wrong when the filled in form indicates which person with a name and id number. That is really pathetic service and what would have happened if i didn't go into detail?!