Slow turnaround time

My brother Nerick, started a process on the 14th of October to get himself and our mum covered on Medical Aid. The delay in receiving the relevant information and getting answers on queries took about 2 weeks. In addition, certain queries were answered incorrectly, showing that the consultant is not up to speed with her information. On Monday we finalized and confirmed which policy and provided all the final information, it is now Thursday and we are still waiting for activation. I cannot believe that the turnaround time can be so slow on an item so critical. Further, I tried calling the call center and I cannot even speak to a Bonitas employee to complain. Call reference 021117QGB8BK, spoke to Alu. Consultant handling our medical aid request Yolanda Westermann from Tenda Health.