No customer care!!! Absolutely ridiculous

I am extremely frustrated and disappointed at how I have been sent from pillar to post at FedHealth. Not only have I followed up numerous times but now I am told that this is not something they deal with. I took out (or thought I did) last year October. I sent a gap cover form on 13 October and received a reference number. I then called a few days later to find out what was happening with this and was told it had been processed. Today I call Sanlam and am told that there is no gap cover in place for my mother. I then called FedHealth and was told Alex will call me back. 2 hours later I called as he had not called me back and was sent to Alex. He told me he cannot assist because I got my mother's medical aid through Hippo (almost 3 years ago). This was not communicated to me that if I require anything in future I should call them. I have now been sent to the membership customer care and told that they also cannot assist as they only deal with member issues. AM I NOT A MEMBER???????

110621QM1DRV - Brandon is the last reference number I have. Who said someone might or might not call me - IMAGINE!!!!!!