Poor customer service

i called in to Gems to request information to join membership for my mother who is a government employee. The consultant i spoke to Ester gave me incorrect information with regards to no having waiting periods after joining and that cover will commence on the 1st October 2015 if documents are sent before the cut off date 21st September 2015. all the was done and the application was never processed although i received an email to say that the email went through. spoke to Nomsa Tjiyane supervisor how assured me that the matter was escalated. today the 1st October 2015 there is still no application processed. i'm told that the can not see the documents. which are very clear on my side. the service and lack of care from the supervisor with regards to this matter is appalling. no apology, no service, no feedback and they just don't seen to care. i have been asked to resend the documents over and over again. was even asked to send the recording of the conversation with Ester. which i find to be disturbing as they say their calls are recorded so why did they not investigate and process the application. this has been the worsted service ever.