Customer service is pathetic

I am totally Appalled by the customer Service that GEMS provides. My father was an Emerald GEMS member and sadly passed away in May. My Stepmom was a dependent on his membership and we have been trying for 3 months now to get her membership reinstated as the Medical aid was obviously terminated due to his death. My Stepmom is extremely ill and needs Urgent medical Attention but GEMS doesn't seem to care. Every time I call to inquire about the progress i get given the run around or get told that it has been escalated and to call back in 48 hours or get told that you have not received our payment after emailing it through and been told that the proof of payment has been received. Now firstly why do we has the customer/client have to keep wasting our time and money phoning you back, Should it not be that you call us with the progress or to advise that there is an issue?? I have reference numbers almost a mile long but that doesn't help as because even if I supply the reference number I have to give the person Im speaking to the full story or explanation from the beginning and then the run around starts, You can never get to speak to a supervisor or manager which is ridiculous. I have never in my life received such terrible service from anyone ever!! I have the right mind to take this to the medical board and the medical ombudsman if thus is not sorted out within the next 48 hours as GEMS does not seem to care for Human life at all. I was told again this morninh that it has been escalated as urgent but I have still not received any feed back from GEMS.