Unresolved new application Reference number 101024QK0MFR

I have a new application with Bonitas as anew employee via my employer which can not be finalized. My HR manager has been following up and CC me in the conversation but Bonitas is not responding. I called the customer care on Thursday the 10th of October and the response was the application is going through quality checks and it will be captured before Monday the 14th However, nothing happened. I made a follow up again through my HR which contacted Bonitas and there was still no response. My child is such and I had to pay Consultation fee cash.