Very bad customer service and unprofessional workmanship

I recently ungraded my medical aid package from keycare start to keycare plus due to my contract finishing at my company. I phoned in changed my plan so I can pay as an individual everything went smooth until I had to go to hospital. The hospital couldn't help me as there is a waiting period on my medical which I was surprised by that as I immediately changed over less then a month we spent countless hours on the phone to get authorization eventually we got a casualty Auth which also cost us to pay some of the medical aid bills which was not fair I called in again for response from them to know what's happening and was told the agent responsible used the wrong underwriting and they will get back to me till date no one got back to me which is very unprofessional and we can't even use the doctor as myself and daughter is sick.