Nipt PMB form no one can assist

The service ... unbelievable I called client services with a reference ,client services referred me to the pmb department where my form is suppose to be, I call the pmb department I can't be assist because they don't have the reference number while working in the same company.i ask the agent to call client services to that they can get the reference number they need the agent refused and told me he cant make the call to client service while I wait on the line.😩as it's considered an outbound call and his team leader is overseas and also in a meeting at the same time ...is this even real or a proper medical aid scheme gems please process my PMB form and approve my nipt