Poor administration and customer care

My mother has retired and she phoned the medical aid to arrange her monthly premium payment as she would not be getting a salary from her previous employer. She was adviced to make a direct deposit, the same was said to me when I phoned on her behalf. I made payment as advised, Bonitas phoned her asking what the money was for and she told them it's for her monthly premium as she is transitioning from employment salary to pension salary (which has not kicked in) hence the direct deposit. But now to her surprise she has beeb terminated, when she phoned they say they called her and did not answer the phone prior to the termination. A simple question, when she phoned to arrange her matter, why could not Bonitas do a simple file notes, that would guide what needed to be done, by simply posting the deposited funds as her monthly contribution as agreed. That is poor administration, that creates unnecessary burden for someone who is already challenged.