Extremely Bad service, zero communication, absolutely no regards for the clients

I would have given a half star if it was possible. Where do I even start? My dependent was terminated due to non-disclosure of Pre-existing condition. My son is 1 and a half year old, and got ill because of Influenza virus. He did take his anti-biotic orally because of which he got admitted to the hospital so that the anti-biotic could be given intravenously. The Fedhealth team terminated the dependent membership, no discussion, just a phone call from them stating that we are terminating the membership due to non-disclosure. The lady was not even ready to listen to what I was saying, just that she was calling to inform me of the termination. There was no discussions of options or they did not allow us to present any form of documentation. We are new to South African medical aid and had answered all the questions that the sales agent asked us at the time of Onboarding which was in January 2025. We even asked repeatedly if there were other things that the agent needed, and he said he only wanted to know if there were any complications in the delivery or if there were any chronic illnesses, to which we answered absolutely honestly. So they are very fast to take our money, but when its time to make payment, the membership is terminated. Now, to tie a golden ribbon on this, I have appealed the decision and asked someone from Fedhealth to talk to us. Its been 15days, that no one has contacted me or rep**** to my email. I have followed up with them on every communication channel possible and the feedback I get is that my query is on On hold, because they are trying to get information from the Sales agent.

Hence, I am seeking help in this Forum for FedHealth to look at my case and provide the necessary explanation and remediation.