Pathetic service,2nd query regarding same thing

During the month of May I added a new beneficiary to my medial aid, my wife. I was asked to fax her previous medical aid documents and ID copy. On numerous occasions I made calls into the call centre to determine and find out exactly what the benefit date would be and was never given this information. I asked as to the conditions that can prevent my wife immediate benefit but was not given the info. On my request for the member to be added I have asked that they tell me this info beforehand but the member was added and no contact was made with me.on the 26th of May I logged on to the Bonita's mobile web and saw that my wife benefit date will be on the 1st of June and I was happy. After two or three days the date was changed to the 1st of September again no one made contact with me.I then escalated this and spoke to Preya Naidoo who tried to get the info from the web or IT team to no avail. She also escalated to the call centre manager Raphael Mnisi who took very long to call me and the feedback I get is that he will waiver the general waiting period but not the condition one. I asked for the info when adding a beneficiary and was not given. Why must I wait when I asked for this,