Bontas Boncap membership change nightmare

My mother tried changing her medical aid option. I did so successfully but they did not change her income bracket. She lives on disability pension. I have sent several emails with her bank statements to no avail We have been trying for several weeks (once they even told us that the statement is not a pdf and they cannot accept it) and even sent the team leader a email with her bank statement ***. I also called the department to speak to the team leader of the Boncap membership which took over an hour to get through to. Then I called again after emailing and spoke to Siba who didn't know who Alletta (team leader) was and eventually dropped the call. Alletta also refused to provide me with the number.

My mother is sick and had to go to the doctor. She had to pay cash.