Yes but actually no!

I am utterly ashamed to be part of this scheme. On 28 December 2021 I made contact via the chat lime where I asked if I could add my niece to the scheme, the answer was YES. no questions asked or explanation just yes and then followed by a form to complete. I went ahead and completed the form as per the agent's instruction to just complete and return. In January I received a msg that cover starts 1 January 2022 which I immediately queried and was informed that the date will be ammended to 28 December. A few days later still no ammendment. I was then told that my query has been escalated. The escalation coming back saying that they were not aware of the new born, yet I was asked to submit proof of birth, which I did, then coming back oh we were under the impression that it's your child yet from the onset I asked if I could add my NIECE, how can my niece be my child? Only then to be told oh you should be thankful she's covered from 1 Jan and that we didn't implement a waiting period. How PATHETIC!!! WHY SAY YES AND WHEN IT COMES TO COMMITTING TO YOUR YES YOU WANT TO ACT AS IF THIS IS NOW A FAVOR!! I need serious intervention here, this is UTTER NONSENSE!