Dragged application process

I app**** for medical aid to be covered from the 1st of March. I was asked to send my previous medical aid certificate and given no feedback for 2 days after doing so. I called new business three day straight and told that there’s an escalation and I’ll get feedback in 4hrs, and nothing. Today is the 18nth of March and still no membership certificate yet I’ll be expected to pay for a full months cover. The process is dragged with no feedback whatsoever.