call centre frustrations and inefficiency

I tried to reinstate my mother after she was mistakenly taken off the medical aid. My sister could not get anywhere, with a list of reference numbers, and asked me to assist. After a few more frustrating calls - every time to a different person, having to explain the entire saga all over, I realised, the do not have a direct number so that you can at least speak to the same person again. The Medical aid have no appreciation for the amount of time (AND COST) sitting on the phone, explaining over and over to different people every time. I googled for a contact number of a manager. They have no other contact details for management or complaints / compliments available. You are stuck with the same lousy call centre contact details. To their credit and after a week of on-going calls and frustrations they reinstated the member, and backdated membership to the first of December!? However, she could not use the membership for that prior period but is expected to pay for it or apply as a new member! They systems and process suck, though the people do their best with what they have. Management could consider the inefficiencies of the process and save everyone time and money.