Unhelpful Bonitas Medical Aid

Very unhappy with the service received. Spoke to Tebogo who was very unhelpful and definitely need training, time ou my whatsup session why I didn't get the answer. Went on again and spoke to Gloria Mathatho were I received excellent service, well trained, good knowledge and helpful. I wend a email to request documents on 30 Aug, get queries number 010922Q8835F. They attend to it on the 5th, email received that the chronic card is attached and the oncology report will follow on separate mail. NO ATTACHMENT, NO SEOERATE MAIL. I send a mail because it is 5 days later that please just attach and send the extra mail, new reference given- the will attend in 3 days. What into the whatsup chat on 6 Seotember 10:44 to just ask to resend the documents, Mesage you are hr 1 in the queue, I'm still on 7 September 5:51 NOBODY attend. What must I do to just get the documents. Bonitas need a wake up call