Inept and unsympathetic

Despite letting Discovery know I was emigrating in January, and submitting paperwork to transfer my Mom's membership to her own account prior to my cancellation, they confirmed receipt of the transfer only to promptly cancel her cover along with mine. When she phoned them to check what had happened, they confirmed yes, they had cancelled her cover too. She has Parkinsons and was recently admitted to hospital for a stroke but for all of February has now been without cover due to this erroneous cancellation. Please explain how your failure to process basic paperwork (which has dire ramifications on people's health) can be shrugged off like this? Absolutely unacceptable. I am not able to supply a mobile number to resolve the issue or phone to express my utter disgust as I have already emigrated.