Poor Service

I just spoke to a call centre agent named Tina! She insisted that I cannot be assisted because I’m no longer a dependent. We have mailed GEMS asking to be removed from the scheme about three months ago and no cancellation letter was sent nor any response for that matter. I’m calling on behalf of my mother who is 350kms away from and she says she needs me to be with her to validation. To top it all off, she is saying I’m a third party yet the scheme still debits the same amount as if I’m still a dependent. When we were applying for it, the process was quick and they made sure to answer mails!! Now that I need to be removed there are stories