Very unimpressed with Bonitas Boncap

As a new member to Bonitas I am very unimpressed with how the Boncap option is managed. Since my previous complaint I did exactly what I was advised to do by the person who had handled my complaint yet two weeks later I have had no acknowledgment to my email with script and blood results. When calling today Sheerbanu informs me that my mother has a 12 month waiting period and I cant give the ICD codes, the doctor must! There is no condition specific waiting period only a 3 month waiting period with Pmb cover which is over! I am very concerned about Boncap to Bonitas communication. Is my mother going to be turned away from medical treatment because Boncap can't get their facts straight? Also Bonitas has no problem with the codes on my chronic application so why is it such a massive issue with my mother. This is actually getting ridiculous and not what we signed up for! Also the lack of communication with members of Boncap is very concerning.