No feedback on membership

On 5 Seprember 2017 we app**** for medical aid at GEMS. After numerous calls and follow ups we still dont know if our membership is active as from 1 October 2017 as requested. We already received a membership number and could register on GEMS site which gave as details of showing we will be registered as from 1 October and that there is a waiting period until end 2017. Now on 1 Otcober we cannot login anymore and it states that we are not active. We tried contacting the call centre as well for confirmation on the medical aid and all they said was that they will escelate by mail. I need an answer on this immediately.