Poor service

Horrible service from the team, I joined the medical aid for my mother in june and i am the one that has been paying you can refer to your recordings and check who joined the medical aid i was requested to send an authority letter as a third party which i did , i inquired about cards as i was promised that thy will be sent to me i was informed that thy will be sent to the address i provided however today i received a call and i was informed that i will not be given any cards because i did not sign an authority letter , how come are you debiting my account if i did not provide you with the authority letter , this also reflects that should my mother get sick i will not get any assistance can i get someone to resolve this