Poor quality of service

Its unfortunate that I have to write yet another review on the poor service received from Gems. On 23 Feb 2018 I submitted an Addition of Dependent application form at the Durban walk-in centre. My forms were checked by the branch official and was told everything was in order. She gave me back the affidavit section citing that it wasnt necessary as I was adding my own child whom I share the same surname with. I even received sms confirming receipt of my correspondence the following week. But, almost 2 months later, my son has still not been added. I have made numerous calls to no avail. I sent an email to the complaints department on 27 March but I have received no response. Following that email I went back to the Durban branch & was told that they will send the form again. At one stage during one of my calls to the callcentre I was told the matter was escalated and my son will be added & after a 3 month waiting period, his benefits will start on 1 July 2018. But still nothing to this day. Gems doesnt even bother updating you or calling you if there are any issues. I dont know what to do anymore. While all this is happening my son remains without a medical aid.