Assistance urgently needed

My father was a beneficiary at Gems on his wife's medical aid, his wife passed away in March and upon canceling her medical aid he then app**** at Gems in April as a main member. As a Government pensioner He was then given forms to fill together with ex employer forms to fill. He was given an amount to pay prior to activating his medical aid cover. He paid the amount, emailed proof of payment and did not get any response.

He made a number of calls and Durban office visits enquiring on the progress of his application. He was told to deposit more money. Recently, on the 18th of August he went to Durban offices to produce proof of payments he has made. And was told they will be sent to head office.

On Wednesday 30th of August I phoned the call center to enquire further about his case, I gave them the ID number and they told me that the proof of payment that my father gave is not clear on their system and they cannot see the amount payed and reference. (Slip is clear to me) They said that the unclear receipt was received on the 21st of July.

Yesterday my father phoned, they said he has a further R4000 to pay. He has already paid a little over R6000 for an inactive cover. Now I do not understand why he is paying all this money for an inactive cover. He has paid a lot of money. Is this company committing *****?

Recently he phoned the head office and they could not pick up his details on the system. This is all so confusing I need clarity and answers please assist. I have already sent them an email (6th of Sept) via their enquiries, and I got correspondence requesting the proof of payment, I sent the proof of payment (18th of Sept) , I recieved another correspondence requesting for MY membership number ( thought I did not understand where it fits in) I sent it (20th of September) Up until now there has not been any correspondence. Phone calls prove to be wasting both mine and my father's airtime since no-one comes up with help, all they do is transfer us to different departments.

I need urgent assistance in this matter.