Appalling service from GEMS

My mother is 87 and dying of cancer. She is with GEMS and has paid a lot of money to them. Because she is ill and deaf I was given unrestricted permission to work on her account, but every time I phone, they can't find the letter. I went as far as looking in my files for the letter which was sent on the 31 January 2014, and they still can't find, so they won't help me. I have permission to work on my bosses account. I call Discovery, and when they open his account my name pops up as having full permission to work on his account, no problems. This system of GEMS is ridiculous, especially when you are dealing with a mother who is dying. It has to change. I have now phoned about 6 times in the last 2 days, and have gotten exactly nowhere. It's pathetic. Can a manager please call me to assist, I can ill-afford phoning GEMS numerous times, not getting helped. I'm running around in circles like a chicken without a head, and I am very frustrated!