Horrible service during a difficult time

I have never been so upset, firstly it takes 2 days to get assistance. Secondly the staff are unable to call back when the line gets disconnected from their end meaning I had to call back and start over for more than 3 times. I have to get a procedure performed and gems has done nothing to help in the process. What they do know is declining and not caring about their members. This is so unacceptable. Take your staff back for people skills training.