Appalling service

My aunt app**** for Medshield medical aid and her application is still in progress pending underwriting till today!!! We have made several calls to Medshield to find out what is the delay and we get different stories all the time. The last person we spoke to said they're waiting for a membership certificate from Wits even though an affidavit was attached on the original application explaining that Wits medical no longer exists. The service we've received is very appalling to say the least.