Appalling service - Momentum Health

My mother is on the Ingwe option because she's unemployed and she is a pensioner. A declaration of income was sent and acknowledged, however, now her premiums have been adjusted and she'll be charged as an employed person as though the declaration was not submitted! I'm absolutely appalled at the level of incompetence that we've experienced. Where is she expected to get the money from to pay for the high premiums? All because the declaration was not actioned as it should have been!