Pathetic Client Service - Reference numbers somehow can't be traced!

I'm writing on behalf of my mother. She is waiting on her membership cancellation certificate since 5 January. The back and forth calling and each time she gets a new reference number!!! Utter pathetic service ! Is anyone able to assist as the amount of times we have called and no one can track any reference number and each time we hear we will prioritise. We are left with so many reference numbers but no service! Seems like all the staff does is log tickets and no one actually does the work! Her new medical aid has now suspended membership as she is not able to provide proof of the cancelled membership with GEMs. I have ALL the reference numbers but the first one is 060121QX7LTG