Disgusting Customer servers

My dad is a pensioner and was looking for medical aid as my mom needs chronic medication he app**** for in September through a broker which told him his premium would be +/-R3300 eventual after a lot of back and forth he eventually got everything sorted. when he got his first statement he was shocked to see a premium of R6500 for a pensioner is ridiculous, he then received an sms asking him to send three months' bank statements which he did, but then he got an SMS saying his medical aid has been suspended. I emailed the documents to the email address given and asked to please let him know once everything was sorted as my mother is quite ill and needs to go to Dr regularly but he heard nothing I emailed again to follow up but still no response how do you expect to keep customers when this is how you treat them. I expect this to be sorted out ASAP or i will be taking this further.