Gems gave me wrong information

I recently removed my mom from my medical aid. Before removing her I contacted Gems to enquire if I could move her to my sister's medical aid which is also Gems without a waiting period hence my mom is diabetic and has hypertension. The consultant that helped me said that is doable and upon adding her on my sister's medical aid we should attach my membership certificate to show she's already an active member. We filled in all tje documents.. Attached the certificate to avoid waiting periods.. The response we got was that she's removed on my side and is on a waiting period on my sister's medical aid. Now I fail to understand why was I misled.. Can Gems kindly review recordings of my call and the advise I received.. Hence my mother needs this medical aid more that anything. Gems must stop ripping us off!!