PLAN Option failure

Customer service is appalling. Sent urgent plan option change on the 20/08/2021. Parents is on BONCAP that covers the bare minimum. Asked to upgrade to BON Complete as my 71 year old mother has a urgent back operation that is required. She is in cronic pain, is losing mobility and is becoming weaker due to all the strong paon medication she needs to constantly drink and it doesn't even relieve the pain. I have had to follow up constantly. Keep getting apologies that the request was escalated to management. Every time I call back get the same response no feedback from management. You are a medical health care provider. This is ridiculous. I will not be referring anyone ever to this medical aid. Another call wasted, just to be told no feedback yet, we are escalating to managent.