Poor Customer Service and Poor sense of Urgency

My name is Sinethemba Gabada - *** I have a claim of R6004 that is due to me from the savings of my Previous Gems account Membership no ***

I have sent them all the FICA forms they have requested from me and I keep getting SMSes to submit the same documents, I've been submitting these documents for 3 weeks now via email and they keep asking me for the same thing... Can anyone please assist me on what to do because I'm frustrated and I don't know what to do, with all the inconveniences I have suffered with this Medical Aid I am still to get R850 for a Covid Test that I had to pay upfront as Gems doesn't cover that.... This is really unacceptable, I don't understand how one can be asked for the same documents over and over again.... They don't even call they send an SMS of which one can't respond to