GEMS service sucks

GEMS wanted to charge me over R60 000 for my dependent who is still a student. I had to resend them documents they claimed I didn't send two years ago. One representative told me the matter is closed and I no longer owe them after I submitted the proof of school registration. Another representative says the matter can only be resolved if i can send them an affidavit. I'm now confused as who to believe and I think it shows how disorganized this entity is