Unfair Gems

Good Day I have sent an email to Gems on 30 July regarding the revised actual dependence form for my dependant 01 as he registered in University I July. Proof of registration was sent to them. I have made a follow up with Gems on 16 August. Was told it was received and will be forwarded to the relevant unit. I have made a follow up again this morning the consultant confirmed it was received in July still nothing was done and it will be forwarded to the relevant unit. It is not fair at all and my worry is that September will be captured as an adult dependant even though the proof of registration is sitting with them. Ref number for was Ref***