GEMS MEDICAL AID POOR SERVICE

I submitted application for Medical aid for my Grand Daughter on the (21 july 2024). I was given a Reference number by the medical aid when I wanted to follow up they told me they can not help me due to the reference being wrong. This was a error from Gems. I did send a email and was told to wait (72 hours). The amount of hours has passed and know one got back to me. Can someone please assist to tell me the status on the application