Worst service trying to add dependants to this medical aid

My husband added myself and our minor daughter to his medical aid from 1 January 2026. We have been on medical aid our entire lives...and my daughter was in fact on GEMS in 2023 and left for 2 yrs to Bestmed so we could get her braces as GEMS covers nothing apparently.

Moving the 2 of us back now, we tried to fill a script 2 days ago and we could not. Now we are told: 1. We are in fact not on medical aid for January. 2. From 1 February there is a 3 month waiting period. 3. My daughter (17) has to pay a late joiner fee.

The admin has been so bad. No calls or emails to explain the membership application was not completed. We received a membership certificate so we thought all was in order. How can we now be told we are not on medical aid and why a waiting period if we have been on medical aid??? This is surely ********* and disgusting behaviour by GEMS???