Useless and *********** Staff

I have asked for just my wife and I to be on medical Aid and to remove for kids. This once communicated to the via email and telephonically. They go and debit the account for the whole amount. Now say there`s different documents etc. yet I have this on mail with the instructions on who would be on the plan. Now its a back and forth email issue as they are so useless they cannot make a call to the client. I have made several only to be put from dept to dept.