BAD BAD POOR SERVICE

I have enrolled my son on key care plus approx 8 years ago through a consultant that visited me. I signed a consent form so that i can do his medical aid etc. This morning i called the call to enquire about something on his medical aid and was informed by the consultant that i do not have consent and that they will contact my son. Later they informed me that they cant get hold of him (after i told her that his cell number have changed) I did tell them that i have consent and just needed some information but if they still need consent from him telephonically they can do so. They were not interested in his new cell number or anything else. I then requested a number so that i can contact and set up a meeting with a consultant and was blatantly informed that i have to visit one of their centres so that they can help me. WHY DO I HAVE CONSENT AND PAY THE MEDICAL AID AND I GET TOLD TO VISIT ONE OF THEIR OFFICES.???