POOR SERVICE AND COMMUNICATION

I've been assisting my mom to add my son on her medical aid since July , I've sent ALL information requested including an updated affidavit there is little to no communication from the scheme or someone there just cannot read , I've sent the form as well as an affidavit advising of marital and employment status of parents. There has been a lot of back and forth because not everyone communicates the same thing I always have to lay a complaint via hello Peter to get assistance from you guys. This is ridiculous