income form

My mother is a pensioner close to her 80's, we optioned to go with Bonitas, as they seem quite reasonable, Since 2019 she has been with this medical aid. So 2020 came and went, then in 2022 Bonitas doubled her payments, we questioned and was told that due to a letter of income that should have been filled in, we had not received this, to confirm that her income is still the same..... Apparently a letter was sent in 2021 september or october to my sister's email address, unfortunately the email went to junkmail, my sister was not aware of this. They then sent messages to my mother's phone. My mother hardly speaks or even reads english, she would never had understood, my sister's number is also on the documents, why did no one call her if there was no reply? why not try speak to a person to resolve, messages and emails get lost, but they can't pick up a phone and call both numbers to resolve???

I have queried all of this and now that I am involved I need answers.

I have spoken to queries department, and every other department, and was assured i would get an answer win 24hours, I am still waiting.... they have now suspended her medical aid... there is a balance owing which we cannot pay. A balance that is unfair, its basically 4 months of payment...NUTS!!!!

So when they didn't receive an answer, they just placed her on a higher paying tier they doubled her payments! I mean its just she is elderly, surely she would suddenly be earning more??? am I wrong in saying this??? i asked them why they didn't send the letter for 2020, their reply it was because of Covid, so they didn't expect the elderly to get an income,

Again, why would my mother who is nearing 80, need to send a form of income, she is a pensioner, she didn't suddenly get an increase, she didn't just get a promotion, I just don't understand this, can someone in this big wide world advise how i can fix this....