No customer service at all!!!

I have never experienced such utterly poor service!!! Continuation forms have been sent through last year Feb. Now the main member is without medical aid, can't get her prescriptions and absolutely NO ONE can assist. Consent forms have been submitted two week ago, where we were told it would take 48 hours and will be sorted out. STILL NOTHING. When calling your number, not one agent has been trained to help us, that's what we were told, then they take your number and someone will contact us back. I now have 9 reference numbers and still no response. Seeing that the member has now been without medication for months and has to be rushed to hospital, I am told to wait until close of business today then they will contact me back. Seeing that there is no manager to talk to, can someone who is actually capable of resolving queries ASAP contact me back???????? This is unacceptable!!