DISMAL SERVICE OR NON EXISTENT

My wife has been trying to get hold of someone since December to reinstate a member of the family onto the plan, Forms requested were sent back and 3 months later it was done. When emergency assistance was needed, suddenly the member was not on the plan due to a wrong date of birth being captured. New forms as well as an ID was sent once again and after several emails still nothing has been done as well as no reply to the phone lines, responses to there email system is that someone will get back to you within 48hrs which I personally think they never will. Such shocking service by an organization that could possibly hold a key to someone receiving quality medical service or bad medical service that can end or ruin his life.