Pathetic Service

I asked for my son in Jan '24 who is currently on Discovery Medical Aid to be moved over as a dependant to my medical aid with Bonitas. I was then told it will be effective on 1 May '24. I called the helpdesk and spoke to Tholani who wasnt sure himself as he checked that I did state on my app that he was with Discovery and there shouldnt be a waiting period. He then went to his TL Ella, who told him that this is just the rules of the underwriters and that is how it is. When I asked to speak to her, she refused to come to the phone and then told him to refer it to the underwriters seeing that my son is already on a MedicalAid. I still asked to speak to her as I could sense that they were fobbing me, she refused and put a 'senior agent' Nqobile who came through as a 'team coach' very sternly telling me that she will take the call. When I knew she was another agent, I insisted again on the manager. She placed me on hold and came back and said that all the managers are in a meeting. Is this what BONITAS service is about?? I will be officially moving away from them and will advise my employer who has selected them as one of our choices, that they are not worth our support! I expect the call to be pulled and feedback to be provided. I will also be sending this through to the CEO and directors accordingly. I waited for 27 mins and disconnected as nobody came onto the line and I was left on hold