********** service towards a member of 20 years

My mom has been a member for 20 years and she is having endless issues with Fedhealth since she retired in December. I'm dealing with the issue at hand since she's signed a consent form for me to do so. In September 2020 she went to Fedhealth branch in Cape Town to cancel membership/enquire about migration to more cost effective plan as she would officially be retired at end of December. The salesperson said she should return in December as Fedhealth's plan options get reviewed then. This wasn't good advise as that meant that if she would then decide that the premiums are still too much, the 3 month notice period would then be run up until March 2021, which is now the case. Mrs Davids asked whether she could not cancel and then return to check for alternative options as that would of been in line with the company's requirement of 3 month cancellation notice. The lady then said that Mrs Davids would not be able to do that once she cancels membership.

The problem now is that she has to pay the premiums until March which is a bit much. Fedhealth in turn wants proof that she initially was at the branch in September, I asked the question more than once how should she do this but no response. I asked can video footage not be viewed in her presence and she literally shows them she was there or alternatively provide a sworn affadavit from police station but my questions go unanswered. The ombudsman is the next step if my questions keep getting ignored.