*********** service / no service

My father passed away on11 Feb. He paid for my mother's medical aid. As she is a pensioner, she cannot afford to pay for her own medical aid. I completed all the debit order change documents, so the money can be deducted from my bank account. Forms sent through with supporting docs on 26 Feb. On 27 Feb I received a mail saying that I needed to submit a new account confirmation doc, as the one I sent was older than 3 months. I immediately resubmitted the new confirmation letter. When I asked on 2 Apr, why the debit order has not gone off, they responded and said the request was not actioned as the bank letter received was older than 3 months. Really??? Is there not actually someone that monitors the emails that come in? What is the use of sending an automated response acknowledging your email, but nobody then actions it?? This is not the first time that I have received such *********** responses and services from Discovery.