From Very Good to Very Bad

I have a membership with Fedhealth and my parents have their own membership. When we joined Fedhealth a few years ago, their service was very good. For some reason the quality of their service has declined in the past two years. The call centre never understands what you ask them. I had to struggle for a few days just to make them understand that they needed to transfer money to my mother's medivault wallet so that she could purchase an asthma inhaler for my father. We phoned, we sent emails, we contacted them on Facebook, but customer service seems to be of little importance. In the end my mother had to pay for the asthma inhaler that my father needed out of her own pocket. Fedhealth's employees are probably laughing behind our backs.