7 months waiting period for a new dependant

I filled a form to add my son on my medical aid in January, I delivered it at GEMS Berea Center in Durban. I knew there was a waiting period of 3 months and I didn't have a problem with that. First week of May I checked on the app his name was there and a new code for a new dependant but when I tried to take medication for him over the counter I was told he doesn't appear. I eventually called GEMS to find out what was going on and I was told on the 17 February 2019 they posted a letter which I had to sign but I didn't send it back, my question was why was the letter posted because I don't use a post as my correspondence with them. The lady I spoke to emailed it, I signed and emailed it back the same day. After a week I called again to find out when my son was going to be active but I was told that the application I had made was canceled because I had not sign the letter which was posted and the one that was emailed is to late because I signed it in May. I asked them how could they cancel my application without a request from me to do so. I was told that's the procedure and I had to start a new application process, which they eventually did and sent me an email stating that my son will be active to use it in August which means his in a waiting period again. This is frustrating because anything can happen while GEMS is playing games with people's lives.