Service sucks

In December sometime I called the bonitas call centre to fax through my payslip. *** was give. If the staff doesn't update the system properly it's not my problem. On the 05/03/2015 my medical aid was suspended I'm on chronic medication i called the call centre without any luck. Call on the 06/03/2015 no luck again. The lady I spoke to is sending me to one of your centre to collect documents, if I have her on the line why not fax the documents to me? I urgently need my medical aid re-instated as the lady couldn't even give me a proper explanation as to what documents needs to be submitted , ***- If you have received your payment why suspend my medical aid? is it my problem if your staff is not equiped to do their jobs?