No customer service

I've been struggling to add my daughter as a dependent on my medical aid since the beginning of January. I don't get any feedback, unless I phone. I've laid a complaint via email but no feedback. I've also phoned and told one of the ladies that I am unhappy with the customer service, she apologized but since then still no feedback received accept for asking for the offer letter which I didn't receive, this was on 13 February. I rep**** asking what offer letter but also no feedback to date. This is unacceptable. You would think that you will get great customer service from the new business department as they want to gain customers but no. If I weren't a customer already, I would have gone to another medical aid.