No communication, no service

My wife completed her employment contract and due to this she had to move to a new medical aid scheme. We both have been on medical aid our entire lives without any kind of gap. We are both under the age of 35 (No late joiner penalty). When we joined Bonitas in Dec we submitted all the requested documentation for the application. On 21 Dec we were informed cover will start on 1 April 2016. We queried this and was told that it is a 3 month general waiting period. We read up on the Act and it states that to impose the waiting period 1)Must be a late joiner, 2) Must be a voluntary move of medical aid, 3) Was on previous medical aid for less than 2 year or a gap in cover. We contacted the underwriting department and was told to wait 5 days. On 31 Dec I called again and was told that we need to submit a form from the previous employer saying it was an involuntary move. On 4 January we did so. We have had no further communication from Bonitas. We received our medical aid cards, still cover only starts 4 April. The ID number on the card is incorrect. My wife's name has a \?"in it for some reason. So in all aspects this card is useless as the ID Number and name are wrong."""