Problematic medical aid

On 7 February 2023 I called to find out if I can still send a factual dependency form for a dependent who had their birthday on 2 January 2023 - I was told to send the form cause I’m still within whatever time frame to send the form. The form was sent on 7 February 2023 at 08h07. 27 February 2023 I called to find out what the progress is and Lodirile Ramakgoba tells me that I must start the process from scratch of adding the dependent again which puzzles me cause I was told to send the form through. She said she would escalate the matter and gave me the reference MH ***. 8 March I called AGAIN to follow up on a matter from 7 February and Valencia said she would escalate the matter. Why do we ALWAYS get different information from your call centre agents? How long does one have to wait before getting any form of response from GEMS cause I’ve been waiting from 7 February and I will not start this process again when I was told to send the form and they will be attended to. Now when I call they just send me from pillar to post or just hang up. What nonsense is this?