medical aid issues

My mom has been trying to get her medical aid up and running for 2 months and to date has not yet been contacted with a plan yet discovery medical aid has been deducting money on something she doesn’t even have , she wants the medical aid but how can she get one when no one calls her and money being deducted when nothing has been set up ? i would like this to be resolved with a matter of urgency. your staff needs to be held accountable for non communication