Pathetic service from Discovery!

My dad passed away in February and was the main member on the medical aid. My mum has on numerous occasions submitted the continuation form, death certificate and other forms but discovery seems to be so incompetant, that they cannot reactivate her membership - however they continue to debit the account for both members. This has been going on for the last 3 months and each time we call their pathetic call center - an agent asks us to fill in the same forms over and over again! Dicovery - get your act together. Can you not do something so simple? How incomptetant are you?