Adding a member to the fund, lets make it impossible

I am trying to add my mom to my medical aid. Discovery has made sure that its near impossible to do this. They want to add a 50% percent penalty on, where as according to their own rules, only a 25% penalty should be added. I have sent them as much information as they required. I have had affidavits filled out with the information required. They come back and they say the information is missing, but its on the very affidavit that they requested. Either the team cannot read and comprehend a document, or they are flat out refusing to honor their own requirements. What a horrible experience.