POOR SERVICE AND ASSISTANCE

I am in the process of upgrading my fairly new medical aid scheme from a key care plus to a priority classic, as of last week Thursday, i have been given the run around in terms of processes and turn around times of which i have waited through them all, eventually i was told that they cannot update the membership because they are experiencing a system problem of which it is going to take another 2-3 days to sort out, bare in mind there where other process that i actually waited two or three days to actually get done... a system problem is discoveries issue NOT MINE, they should sort it out as soon as it is escalated, this is what the manager by the name of Elisha Samuel still doesn't understand, in fact instead of telling me that there isn't anything she can do, a good manager will do everything and more to ensure that the client is assisted, for crying out loud! the \MANAGER"doesn't even have a land line"