Did not change option, put my wife on as dependant

In November 2014 I send a letter to my medical aid to ask them to change my option from Bon Classic to Standard in January 2015. I also asked them to put my wife on as a dependant. They have send me forms to fill in and I did. I personally faxed it to them twice already and my HR Department also send it via e-mail. On the 5 February 2015 I sent them an e-mail to ask them if they did so. They then again asked me for the forms and I asked them how many times must I sent it, because we did already three times. My HR Department have paid over the premium for January 2015 and February 2015 for the Standard option as well as my wifes part. Yesterday I received a membership card from them. They have taken of my son, my wife is not on it and I am still on the Bon Classic option. This is very poor service delivery