Terrible Service from Wilme

My mum and i are having endless issues with her income verification with Bonitas as she is a pensioner. Her medical contribution is made by us her children. From the 16/11/2021 we have been going back and forth with her documentation. Today 04/01/2022 my mum received an email she needs to pay +R3000 for her medical aid. We therefore called the call centre and spoke to a very rude and arrogant woman named Wilme(whom refused to give her surname). She refused to listen to what my mum had to say and was persistent that the documents were not sent before the 30/11/2021. We tried explaining to her numerous times that the documents have been sent numerous times as well as reference numbers provided expect for our last email on the 31/12/2021 no references have been received till date. She made it very unpleasant to speak to has she had to courtesy for my mum being a pensioner so i cut the call as she was of no help with the arrogance... I called again and spoke to a gentleman named Vincent Vilakazi whom immediately showed compassion. He listened to what we had to say and went the extra mile in assisting us. We sent all the documentation directly to him and he sent it tò the relevant department whom we shall await for feedback. Bonitas should have more agents like Vincent that makes a person want to remain on Bonitas medial aid and not like Wilme that will make people go to other medical aids.