They don't want you to transfer funds, but then complain if you don't...

My mother who is 76 years old and not computer-literate recently had a problem with her medivault and wallet. She asked me to take a look at it. When we login to the family room to transfer funds, it would not give us the option to transfer funds. I then reported the problem to Fedhealth on the 30th of October and they logged a query number 301021QVHNGY. This morning they just tell my mother in an email that she has 7 days to transfer money and should she not do it, they will not process the most recent claim of just over R1000. Now my questions are the following:

1. Can the staff at fedhealth read and write? Because I clearly explained the situation to them in the query and the problem was never resolved. About 2 years ago I asked the same question to a supervisor of fedhealth over the phone. His response was "I don't know, sir..."

2. Why do my parents have to pay over R5000 per month when fedhealth is not interested in helping at all?

3. How on earth are we supposed to transfer funds when the option to do that is suddenly unavailable to us when we log in?

I don't even go to the trouble of phoning Fedhealth anymore, because their call centre is beyond useless.