They never can help when you need them to

My dad joined Bonitas in 2013, after his previous medical aid provider closed down. He has got asma very bad and is on cronuc meds for this. He has decided that he needs to go to a higher plan because the old plan doesn't cover everything he needs. So now him and my mom are on this new plan, i mean they did the switch quickly because now that means more money for them (Bonitas). But 2 months down the road they still haven't received their medical card and for two months my dad has been struggling to get his meds which had a very bad impact on his health. He has had several adma attacks one after the other because of this. So today my mom goes to the doc and he wants to send her for xrays. She couldn't even do that because they needed a medixal certificate or card and no one at the call centre could help my mom with this. So how acceptable is this? Paying every month being loyal but they don't care about their customers...