continuation of membership

my late dad was a main member on this medical aid,now my mom would like to continue withm embership,i have sent all the relevant documents required,i wad told by callc entre agent two weeks ago that i will get a reply in 72hours which up until now im still waiting for,10 minutes ago ic alled callcentre and spoke to a lady calledv alentia who hung up on me while explaining to her my frustration since i was busy trying to get this this right from end of october,i found Valentia as very rude to a client,please can they update me on whats happening