Unprofessional service to elderly clients of 22 years

We have been members of the Bonitas medical aid for 22 years. We raised a query on 22 January and received reference 22/01/25QRJ2HM. Then we called again on 4 February reference 040225QS4BJ4 with total shock that Bonitas had no records that we were members from 1jan 2005 till December 2010. As well as no proof of membership for 2013, 2015 and 2016. Then we sent them all proof that we were indeed members for those years. We called again on 12 February and received reference 120225QSM9P5. On 13 February we received another reference 130225QSMRJW. Then we called again on 17 February and received reference 170225QSV76W. We then received a response on 24 February query no 210225QT2Y6B asking for an affidavit which we submitted in early March. Then on 14 March reference 120325QV96Z1 Bonitas responded with an unfavourable response whereby they would not review our request. It is embarrassing that a company like this needed records from their clients showing proof of membership of 22 years and after we responded with everything they asked for they were reluctant to review. This is very unprofessional and indeed a delay tactic of three months. Appalling on how you treat members of 22 years particularly the elderly of 83 and 74 years old.