Unhappy client

Called Discovery Health for the past few days and i was holding forever without anyone answering my calls, Today i got lucky they answered after holding the line for more than 17 minutes i asked the Agent that i need someone who can assist me with vernacular language so that he or she can explain clearly my query and gave the agent Membership number and both my contacts, no one called. In short i was calling on behalf of my mother, she received a letter from Discover Health (Membership number ********** 70) stating that she is owing R3475.55. The main policy holder was my Father who passed away last year June. According to my mother she only find out this year January when she went to see a Doctor and they advise her that she doesn't have a cover and she was surprised as she thought she was covered. My Mother is a pensioner, she is 77 and she is now stressing how she is going to pay that money and she says nothing was communicated to her that she was no longer covered. Kindly assist to resolve this issue as she is not working.