Really bad assistance from Fedhealth Medical Aid scheme employees

I received an email from Fedhealth Medical Aid regarding changing of our option for 2020. I reply to the email, complaining about a mistake I noticed. I have not received anything but a query number. After several days I again send an email with a complaint. This happened 3 times. I have received 3 different query numbers, but still no reply. I tried to log into our profile, but apparently it was blocked. I start a live chat with a Sibongile there. What a terrible experience. This person was so rude and sarcastic on this chat. I had to wait long for responses and answers, but the feedback I received was not helping at all. I can but only hope that by next year Fedhealth Medical aid has sort out our option for 2020, because I really do not need such rude, unhelpful and sarcastic assistance from an employee of a medical aid cover that cost us an arm and a leg every month. I will surely not recommend it to anybody. Unfortunately, we do not have much of an option, as this is the only medical cover the job provides.