Account suspention

My mom needed to go overseas, she called the Discovery Health call centre and was told she could suspend her account as long as it wasn't longer than 5 years. Ten months later she is back and is told they can't suspend accounts, she has to apply as a new member. Her new forms are sent to New Business and they have no access to her records, stating the years she's been a paying member. She is now 63, so any new applications carry 1 year claim exclusions on her pre existing conditions. This is so unacceptable! Would someone kindly contact me and tell me how this can happen.