Utterly unprofessional

My mother, age 89, is - very unfortunately - a member of Medshield. As she is no longer able to manage her own affairs, I - fortunately - have access to material such as communications from Medshield. Imagine the shock when I received an e-mail from Medshield on Thursday advising that my mother's debit order was returned and her benefits suspended with immediate effect. This is apart from the fact that Medshield never advised members that premiums were not collected on the 1st. I immediately sent an e-mail and when that went unanswered I phoned. Once again the "system glitch" was used as a convenient excuse. I asked to speak to a manager but was advised that they were all busy - I am still waiting for anyone to make contact. Now Medshield has done a double deduction, just to top off their "system glitch". Thankfully there are sufficient funds in my mother's account, but just think how many aged people are now sitting with suspended benefits and an overdrawn bank account? I will be lodging an official complaint with the Council for Medical Schemes.