No feedback

No feedback at all an email was send on the 31 may 2021 with a motivation letter attached for my mom to upgrade from emerald value to emerald ,we received a mail stating that they require a bank statement from her wich was mailed to enquiries on the 15 June 2021 up to date no feedback was received in regarding this matter the same issue is with her cronic medicine that was mailed to them from the docter self could any one be of some assistance in regards to this.