FEEDBACK REGARDING ADDING A DEPENDANT

I made an application to add a dependent on my medical aid 05/08/2015 and was told I'd receive a repsonse within 5-7 working days. I then called in and Lucindy suggested that I email the application to her, so that she can assist me. I was then sent a requirement and advised that the requirement should be faxed to *** attention: additions healh. I faxed through the reuirement 26/08/2015 and immediately emailed Lucindy to advise her that I have faxed it through. I emailed her 02/09/2015 to ask for feedback, no response. I then waited few days and emailed on 07/09/2015 only to get a response to say that she's still waiting for the request and yet I did communicate when I sent it. Yet again my email was ignored and I received no response. I would like to know when can I expect to receive a response and when ths application will be finalised?