No service and no feedback money get lost

Admin department is non existent. You send something to enquiries and they will give you feedback in 48 hrs. My father passed on my mother have get then her own medical aid also Gems. Easy to load her and deduct her money from her bank account. When she request a payment for services. They dont have her id nor her bank statement or proof. But they have it on a full 19 page document when she apply which the people who pick up the phone confirm. Wow but they dont have it. This carry on now for 3 months. They ignore your emails. Secondly my mother received subsidy but Gems deduct the full amount. Seems like emails and the subsidy funds going in a black hole. Very scary that funds disappear need some investigation. The service is really really bad and they are *****ling from an old woman of 80. How many other old people they do the same. I want answers and the queries been sorted out ASAP. I can see lots of people complain about the service