Waiting Game with Bonitas

I have been struggling for almost 2 months now to get an answer regarding my Bonitas Boncap Application. Atfin which is the 3rd party they use cannot give me answers, does not reply to my mails, take my calls (they are always too busy) or return my calls after multiple messages.

I am at a point now where I want to cancel the whole thing, because if this is how the application process goes ,I am not sure how the medical aid or claims process is going to be any better. How long can it take to get a medical aid?