Customer Services, a thing of the past?

I have had numerous problems with GEMS medical aid, specifically the call centre staff that has no idea of what they are doing. My mother is a chronic patient who has access to chronic tests and every single month when she has the tests done, the medical aid rejects them and NOT A SINGLE PERSON can tell us why it is rejecting. My mother is sick and does not have the energy to deal with this level of incompetence and every single time I call in I am promised a call-back, given and e-mail address to forward the claims to and since July, I have not have a returned e-mail or phone call. I am absolutely disgusted with what you call customer services!