Pathetic service

An application was sent to GEMS for an additional member 11 Feb 2020 already. Continuous follow-ups were done every 48 hours as thia is their response time to queries etc with their email confirmations and via telephone, yet only 3 weeks later a consultant indicated they needed additional documents of which the previous communications to GEMS did not indicate that (phone and emails).

Then now when time had lapsed too much other queries were done on the application for an additional member, and the continued response was the application is being processed. However when the recent query was made by me the member, only then the application with the neccesary docs were forwarded over the phone with me as the member for urgent attention.

On top of this, only then the letter which I as the main member should sign and return via email was sent (this is now more than 2 months later ) and in the acceptance letter which communication was sent before 16:00 when office closed on a Friday (during lockdown), I as the member is expected to print and email and sign and return via email the acceptance letter. Now during lockdown where am I suppposed to make means to do this in time, as in the acceptance letter it is also stated the additional membet will be added 3 months pending...with some note about a further 12 months as well...And this bearing in mind two whole months and some days later the actual application was only sent for urgent attention and GEMS received all the necessary documentation with nothing outstanding.