No service after you sign up

I have been a member for about 5 months now, when I wanted to take the medical aid, I got calls and emails and great service. Once I took the medical aid pay each month without fail, it takes 2 weeks to get an email response, when i call, I have to wait and wait, and end up just cutting the call. i sent an email, asked 3 questions, get a response saying download our app and we are busy and that is why we took long to respond, yet no reply to my actual questions, I get marketing emails, yet no service emails. When it is time to take my payment, the debit order has no delays but when it is time to keep to thier side of our agreement, then we have issues I am now in the process of changing medical aid companies and advise anybody reading this not to take the advertising and pre sales calls as a true reflection of this company