Unhappy customer

We have been with momentum since 2013 and this year 2020 we asked to change our medical aid plan we filled in all the necessary documents and payed all the money we were requested to pay in order for the plan to be changed in March.. Till today medical aid hasn't been changed we been calling talking to a different consultant and they all say same thing we are aware we will escalate the matter it's been over 3months and they have been escalating according to them.. We make payment every single month but when it comes to being attended no1 has time..they don't take their customers serious. They don't care. ***