Can't join medical aid without crazy requirements

Trying to get my mom on their medical aid after she left the fund for a few years. They want to place a penalty of 50% instead of the legal mandated amount of 25%. They want me to prove my mom was on a medical aid when she was 35. She was on a scheme that went defunct and was taken over by Bonita in 2004. They should have the records but the person who assisted refuses to listen to what is being said. Useless. Can I get help from someone who can actually listen and comprehend?