Horrible services at gems

I have send numerous emails to add my mother as a dependent to my medical aid, I have sent a email on the 18, 23, 24, 26 and the 31 may 2022. I have phoned the 2 June 2022 to membership enquiries to ask why is there a waiting period of 3months after receiving a sms from gems, and not receiving a underwriting email. I spoke to Melissa, she has escalated the enquiry and told me to phone on Monday the 6 June 2022 for a response. I phone on Tuesday the 7 June 2022 where I was told that their lines are busy and I would receive a phone call before the day is done and I haven't received any phone or response with my enquiry. I phoned the 8 June 2022, where I was told that there is a waiting period for my mother because she is coming from another medical aid and wasn't added when I joined gems. To my knowledge, there would only be a waiting period if the new member came off the previous scheme for more than 3months. My mother came off discovery medical aid in May 2022, withdrawal date the 31 may 2022. In gems application of dependent form it states if the dependent is on another medical scheme 'please give the required notice to the current scheme before submitting the application, and attach the certificate of membership from that medical scheme indicating the end date of the membership and any waiting periods that were app****. We cannot finalize your application without this. ' On the 16 June 2022, received feedback from my complaint stating that there is a waiting period as she was not covered for a period of less than 90 days and she belonged to a previous medical scheme for more than 24months. I am truly disappointed in gems due to their employees says one thing and does another, and their services is poor. Please help me to understand why gems employees told me to cancel current medical aid of my mother due to she cannot belong to two medical aids at the same time as they cannot process to add her to my medical aid and now she canceled and has a waiting period with gems.