Appalling Service - Will not accept my acceptance of terms

I have been trying to add two members to my medical aid since *SEPTEMBER 2019* [Start of process]. I got to the final step of accepting terms and conditions (3 month waiting period, etc.) and have been stuck there ever since. I first sent this, signed and dated on 2019/10/21. I thought all was well with the world, as no one contacted me to state otherwise, until my son had a seizure and when he was rushed to hospital, I was told he was not on my medical aid (This was almost when the 3 month waiting period should have been over - alas, it should still have been covered, as it was an emergency) and that I would have to contact you guys. As a result, not expecting to pay cash, I could only get him very limited treatment, fortunately he pulled through. I called, while I was there, and was told I would have to call your new business department as the person could see them there, but they were not accepted on the system.

I had to wait and only call on the Monday as I was told they are closed on weekends and this happened on a Friday night. I did so the following Monday and was told that, unfortunately, my acceptance never went through as the start date has to be the first of the month (I had the 27th or something like that, logically, because it was 21st when I sent it in). No one contacted me to tell me this, nor was I notified of this before-hand. I mean, why even make me fill in the date if it can ONLY be the 1st of the month, and then reject my acceptance letter because of this. I accepted it, it's not my fault I didn't know to back-date it to the first of the month, which I would assume would be ***** without permission to do so. I digress, I do this anyway, very upset, and resend it with a date of 2020/10/01, after asking the guy if I could keep my original month (He had to check how far it could be back dated and told me they can do LA Health up to 7 months, and it would therefor be fine, all I need to do is change the day).

A few days later, I call in again to see if this is now resolved and am told that it cannot be accepted as I should have also changed the signed date (WHICH I ASKED THE FIRST GUY, HE SAID THIS WAS FINE AND I JUST NEEDED TO CHANGE THE START DATE, NOT THE SIGNED DATE). So I change the signed date as well, and resend it.

Call again after a few days and I'm told that, unfortunately it can only be back-dated to the first of the month, never mind that the first guy said 7 months (WE ARE NOW IN JANUARY ALREADY), so the earliest it could be is 2020/01/01. I do this, resend it and wait a day or two.

I call in again and then I'm told I need to use the latest template sent to me (As there is a date on the front page - not a page I sign at all - and that this is earlier than 3 months ago, and so this is unacceptable, again, I actually did ask the previous caller if I could use the same first letter I was sent, or if I needed to use the latest one and was told it is fine, it should be the same). But this agent tells me something new, she can do an audio-log and upload that, so we go through it telephonically and I accept all the terms - get to the end and she says oh no, there is a systems issue at the moment! But she ensures me that she will contact me shortly before closing, I ask when this is, she says 4pm. I say fine, thank you.

I then proceed to re-upload the new one anyway, quite annoyed that my loved ones now have to be uncovered for an additional 3 months. Having at this point lost all faith that I would get any assistance from your agents (lo and behold, I never did get that phone call).

IT IS STILL NOT DONE and when I query my last reference number from my last document sent, I get a simple "Reference number not found on system", or something along those lines.

I have sent several e-mails as well, only to get no response. Your call centre guys are useless because each one tells me something different.

I have accepted this on 2019/10/21, and yet somehow, you still do not acknowledge my acceptance of your terms, despite my family already having been accepted (with a 3 month waiting period, which has now long since passed) and as a result, to this day they remain uncovered, almost 4 months later. I have sent this letter in several times, made several phone calls and sent several e-mails, I just cannot seem to get proper assistance.

This is very disturbing to me as you are dealing with peoples lives. Appalling service.