Dsicovery medical scheme upgrate issues

My wife is in the process of moving over to my medical aid scheme with Discovery, when she phoned to find out what she needed to do to move to mine, Discovery told her that she needed to cancel her membership and then fill in forms to move over to mine, this is only allowed during November of each year. This is what we did and she was told that her membership will be canceled 30 November 2018 and she would then be moved over to mine 1 December 2018, she got her cancellation certificate and enverything. This mornig I get a phone call from Discovery telling me that she will only be moved to my scheme on 1 January 2019 so she needs to reactivate her medical scheme for one month to then deactivate it again at the end of the month. When I asked them to explain how she was even allowed to cancel at the end of November no one could answer me and I was sent from one person to the other to sort it out. Needless to say, my wife had to sort it out her self, understandably because they needed her information, that being said Discovery has messed up like this with me before. I think you guys are very unprofessional and have **** client service. You might also want to get your people trained in your internal processes then this might be avoided. Very very very unsatified.