Service provided to pensioners disgusting

My mom recently on pension this year in Feb 2024 , she is struggling to get her medical aid to be active while on pension. She has visited the Umtata branch to submit documents needed, submitted on email so manyyyyy times but still she will receive messages from Gems that she hasn't submitted, she continued to submit but still receive msgs that she hasn't, sometimes they will send her messages to pay certain amounts and she will deposit but even still will receive messages that her medical aid is still inactive. The worst part now is that she just received today the 9th July that her membership has been canceled, ridiculous. She can't have her pension things finilised by her pension fund company GEPF because of this medical aid. Gems is providing our parents with disgusting service when they are on pension because my aunt has been on pension for sometime now and WHEN I asked her about her medical aid experience when she retired she told me she ended up not using it because of such service. I'm so disgusted honestly, my mom can't be emailing and going to the branch repeatedly without any help and yet she is paying the medical aid, it's not free.