REMOVAL OF DEPENDANT DUE TO DEATH NOT DONE ALMOST 2 MONTHS LATER

My mom passed away 26 February 2024. I sent GEMS an email on 4 March 2024 with all the neccessary documentation (Death certificate, ID, Termination forms, Notice of death) to remove her from my dad's medical aid as a dependant and to date I have not heard from them at all (Only when I phone them). On 1 April they deducted her premium. I phoned them three times already and I was told the matter has been escalted, but I can still see when I log onto GEMS that she is still a dependant on my dad's medical aid. Also, they need to reimburse us for the month of April. At this rate they will probably charge for May month as well. HOW LONG DOES IT TAKE TO REMOVE A DEPENDANT? This has ben difficult enough to deal with, now I have to struggle with unnecessary admin.