Wrongful removal of dependent

My son was removed (2 Nov) from my scheme just after his 21st birthday, after I sent the necessary documents to prove he is still a student and depending on us. When I got the sms I phoned immediately and agent assured me that it would be rectified as she could see I have sent all the necessary documents. I have been struggling since then to sort it out. Numerous calls, emails and a visit to the office later, now he is back on, but there is a waiting period and I had to pay more than R1500 to get him reinstated as a member (actually the amount was just taken from my salary). I don't know what to do anymore. Each time I phone I speak to a new agent who just "escalates" my request again and nothing happens. They don't answer my emails either. Please help!