No Assistance and draining the elderly

My Grandmother is a continuous contributor (Pensioner) at the Lesedi Municipality. Change of option was forwarded to the Lesedi Pay Office which was received by Kenneth Oliphant. However the change of option was not forwarded to the Medical Aid Scheme. My grandmother was only informed on the 12 February 2021 that the plan was not changed. 17 February 2021 an email was forwarded to ***, for assistance. To date, no response has been received. Mr. Tarr had a procedure done that has not been settled.