call centre not assisting and responding back

My mother who is currently on pension has been a member of hosmed for more than 20 yrs. She has been on chronic medication for more than 10 yrs. As part of her pension benefits she was suppose to continue being on her medical aid until she pass on. I have submitted all the necessary documents to hosmed so that she can be reinstated more than 2 weeks ago and nothing was done. I have been calling the call centre hoping that they will assist but they are clueless of what's happening with their company. I have reference of the calls made but to date they still haven't given me any assistance. <br> The other thing that annoys me is that there is no direct communications to the membership department, every issue goes to the not so informative call centre. What do one has to do in order to get assistance?? Do I have to follow them or even suck up to them to get assistance?? I feel that I should be making calls when they have the responsibility and accountability to give professional service. Well... Should the period of her being reinstated elapse, I'm going to take them to court. Their unprofessional behaviour and attitude is affecting other people's lives.