Poor customer service GEMS Braamfontein branch

I writing to express my disappointment in how poor the service is at GEMS medical scheme branch Braamfontein. My mother who is a pensioner went to Gems to request a letter that states when her cover was terminated,how long it was suspended prior to termination and how much it is for re-i statement. She was given the letter with a language she doesn't speak or understand and told the system that they use won't allow translation or a letter in English without offering further assistance or an explanation of what the letter says as she doesn't understand the language. We went back to branch to ask what sense can we make of the letter when we don't understand the language and the response was that my mother does not read her emails,from one of the consultants. What sense will her reading of emails make when she does not understand what she's reading? After waiting for an hour for the manager, we left contact details for the manager to call, Which he did with a very aggressive tone and asking questions that where irrelevant to the matter, he asked where do I work as the dependent,what do we want to do with the letter and further said I am them telling him how to do their Jobs and they wake up early to assist, then he cut the telephone conversation short....This is not how customers should be treated and as a client she can't be communicated to in language she does not understand on such delicate information.....The query was for the letter to be translated and the manager said that request will take a month.