Confused call centre leads to no medical

I recently relocated overseas. My wife called Bonitas to confirm how she should become main member and change the banking details to her bank account. She was advised on what to do, however, now it turns out she was advised on the wrong procedure and now she and my baby son has no medical aid. This is unacceptable! She is now told that she needs to re-apply, and that process takes 2 weeks, in which she will not be covered. This was a mistake from Bonitas, and therefore her coverage should continue, as we are willing to pay the premium.