Poor Customer Service and Bad Attitude from staff

I am a member of Bonitas from 01/01/2012 with my entire family from Bankmed. there was no LJP, exclusions or waiting periods for any of us. This year my wife gave birth to a baby girl on 16 February 2015 and i immediately send the birth notification to add the new born. till today i have no feedback. And then on the 02 March 2015 me and my wife decided that we swop and she become the main member and i the dep. We didnt want anything to change just that she becomes the main member. we completed the forms and have affidavits done and send all necessary documents to the scheme. So far, after sending endless emails and calls i was told the query is with underwritting. Even the email to the manager didnt help. We are now without cover and there was never a break in membership. Both my wife and i were in our early 20\s when we started having a medical aid. why are we subjected to this kind of service. We have been member for so long and no one appreaciates or even is prepared to assist us. If something can happen to me today i am not covered