Very Poor Customer Service

This is a complaint from me and my partner Vincent Shava and employee of the Government On the 09-12-2022 my life partner @ Vincent Shava change our medical aid plan from Emarald Value to Tanzanite One using the Gems USSD CODE system *134*20018# from there he selected option 5 which on the it was saying that we selection Tanzanite one, surprisingly he got confirmation that he selected option for medical aid plan Onyx, seeing that the is something wrong with their system he immediately send an email informing them that is not the plan he selected and then called the Gems the next working day to try and fix the error, the consulted that assisted him informed him that he needs to send an email stating his concerns in writhing, which he did the response said he needs to wait for 72 hours they will come back to him on the 12-12-2022. Not only did the consultant never came back with any response they also claim they send an sms stating that the medical aid plan change was not success full and he still in our old plan, these incidents happened on the 29-12-2022 when my partner called them after numerous times his been trying to get hold of them with no luck. Now today 30-12-2022 he did a follow up call they telling him that we suddenly on medical aid plan Onyx which we have been trying to dispute and fix their error based on their USSD system. Now this is utter bull**** because now we stuck on a plan we never budgeted for and now when we asking to cancel they telling us about waiting period of 31 days which means for the next month we are now liable to pay for a plan we didn’t choose by choice but because of their malfunctioning system which is now causing now and additional amount of R6791, how is that far on us. Gems your system is an absolutely faller to us as your customers, let’s talk about why is there a waiting period when your changing your medical aid plan, tell me why am I supposed to wait a whole 12 moths to claim for my chronic medication which I’ve been taking with you since we have been on the plan since 01-02-2019 why explain to me cause to me it doesn’t make sense at all, we are only changing a plan not stating up a medical aid plan, we have been loyal customer to you why now the terms and conditions please explain to me your failing us your paying customers who pay without failure because we need to be protected in case of an emergency???