Apparently it is very difficult to read an email

Once again Fedhealth have proven that they are not very interested in complaints by their members. My mother writes them a email, wherein she clearly gave her membership number and her ID number. She complained about the fact the Fedhealth subtracts extra money for the vault and wallet, but when she wants to use the funds in the wallet, she gets told that there are no funds in the wallet. Fehealth responded to her email by writing to me. So my mother makes a complaint, but they can't even distinguish between my mother's membership number and mine. I wonder what is going to happen should one of us get in a serious accident - they will probably get hospital admission for the wrong person. We are so fed up with Fedhealth's poor service.