Customer service does not exist

Membership was taken since 2017- Upon application, I had queried what is required for 3rd party consent, I was advised a signed letter by the principal member is required, which was sent to the Scheme on 29/05/2017. Since then I was able to query on the membership with no problems, today I called to query a claim spoke to Boitumelo *** - Queried what documentation is required to review a claim as PMB as per the rejection, not very clued up, she advised a LOM is required confirming the reason for the procedure, when queried why a LOM is required, she could not answer and dropped the call - Called back, spoke to Shaun, he advised that he cannot assist as there is no 3rd party consent - WHICH WAS SENT IN 2017 - Spoke to Phumzile who is a "manager" - Also a dont care attitude - advised she cannot assist as this document was sent in 2017 and due to change in administrators cannot go back to 2017 - She advised the consent process changed due to change in administrators and thereafter confirmed the consent process has not changed - But still not able to assist me. No communication has been received to confirm the consent process has been changed, so members must thumb suck to know processed have changed, this leaves an 80 year old running around like a headless chicken with no assistance from her medical scheme. I DO NOT UNDERSTAND HOW I WAS ASSISTED BY BOITUMELO AND THEREAFTER TOLD I AM NOT CONSENTED, IF YOU ARE FOLLOWING THE POPI ACT, THIS IS A BREACH OF IT!!!!!!!