Poor Service

I have recently taken out medical aid with fed health. I have a 24 year old son who's a full time student and not working. I was advised upon his completion of registration that I should submit his registration form to add him to the medical aid. I did this on the 9 Feb 2019, 11 Feb I received a document to complete, I did so and submitted 28 February . I received no response, I sent a follow-up email on the 4th March and was advised it was received and forwarded on, after 2 weeks (12 March) I get a response saying please submit an affidavit, confirming students details and he's not working etc etc etc. I get my son to do this as I assumed they wanted him to obtain this, no where did it state main member to obtain, I submitted the affidavit on the 15 march and received an email on the 20th march stating that this was supposed to be done by the main member. No where did it state this. I called the call center to address this matter, I was speaking to an agent whom I confirmed all my details with and informed him of my query, he puts me on hold to speak to his manager and the next thing the calls dropped in my ear. I did not get his name, however I did confirm my details with him for verification, surely he could have called me back to advise the outcome or continue assisting. This type of pathetic service is rather concerning because when payment is defaulted even though you've paid, your medical aid is cancelled but the delayed response and then waiting period is all well and good.

I want answers and I want my son on the medical aid before the end of March. Please note that I will not be going back to get any additional paperwork as I have done my bit and will not be pushed around, this should be sent out as 1 requested not multiple requests. This is a service that I'm paying for it's not handed out to me free.