GEMS grossly *********** staff

My son was under the chronic benefit for Asthma of GEMS under my wife's medical aid. When my wife passed away I attempted to transfer him to my medical aid. However, to effect this transfer I needed GEMS to send me a letter stating that he was on their chronic benefit for Asthma. I sent GEMS all the necessary documents in 03/2018 and followed them up with physical visits to their Pretoria branch and emails. However, to date, there has been no response from GEMS. All I get are rude retorts from their staff when I enquire how I can assure myself that they will respond as my son needs his asthma medicines.