Quick to take money but takes long to assist when changing membership

GEMS are the worse medical aid scheme since this increase I have been unable to maintain my household as it chows almost my whole pay . I submitted a form to change my membership but they will only look at it after 60 days . I sent on 15th April 2026 and I called the 17th April and they said they never received it so I had to resend it to them incompetence already proven there. Agent says I should call in the new week i call today this agent says its too soon to ask for progress and he didnt even want to provide update as he didnt even open my profile to check the progress . I am not impressed by this service I am getting i need my option changed as soon as possible since they quick to increase prices and remove members off your membership but want to take there own time meeting customer satisfaction.