complaint bad service

We have given up hope,my wife and I are both medical proffesionals,and the service and courtesy we received from gems is totally shocking. We wanted to transition from our current medical aid to gems,my wife submitted the forms on 10/02/16 via email,according to gems they did not recieve any forms (the gentleman at the member dep said they only received the forms on the 17/02/16.last week my wife called x3 times to follow up,and what's happening with the application but no one can give us answers or even remotely helpful,and we are being sent from pillar to post and all we are trying to do is JOIN GEMS MEDICAL AID!!WE were given this ref no,but not sure if anything will be done as we cannot get ahold of someone usefull