Poor service, difficulty adding a depended to my medical aid even tho all documents are sent and confirmed to be correct

Iv recently joined gems as a main member, my daughter was on my mothers medical aid which is also gems. We have terminated her from that medical so she can join mine. Documents were sent to me with instructions on how to fill them in and send back immediately so there is no waiting period for her as she is leaving a gems medical aid to join mine which is also gems. I sent all requested documents on the 4th of June and they were confirmed to be correct. The call agent stressed that I need to make sure that they place her on my my medical before the 30th of June because that's the termination date from my mother's one. Iv called gems several times to request for this to be done as all document were correct on the 4th of June Every agent I speak to says they will escalate the matter and I must call back with 48 hours and and I have done so since the 4th of June but there is still no progress in the matter. It's now the 24th if she isn't added to my medical by the 30th she will be on a waiting period of three months and I want to avoid that that's why I started the process so early in the month.