NO COMMUNICATION

I have advised the medical scheme that I want to take over the medical aid from my fianc? and take him off as he lost his job and leave myself and my son on the medical aid, the agent advised that we need to send a letter stating that and a new application as I will be the main member now. That was sent through 12/01/2016 turn around time is 5 working days answer to be given 18/01/2016 no answer till date when I phoned 25/01/2016 I was told that we need to send a termination letter giving a months notice so they can activate the new membership why was that not said to us the 1st time we phoned now im sitting with a sick child and need to pay cash for the Dr appointments cause they want a months notice I have never had such bad experience with Bonitas before never I don't want to get another medical aid. I want this resolve ASAP this is ridiculous.