Optivest Monica Janse van Vuuren unprofessional/ and not doing her job

In April '23 my mom decided to move medical aid's. Monica contacted her and they both decided on Bonitas. After all the documentation and proof of memberships with previous medical aid's, Monica came back with a late joining penalty (She is VERY HARD TO REACH). We mailed her and try phoning to find out why because they are on medical aid since 1980. She just responded with that is what Bonita's said. I then decided to phone Bonita's to find out what is happening, I then got transferred to - Tendahealth Dineo Malatji and she quickly and friendly assisted me and phoned Bonita's and got the late joining penalty lifted, as Monica never submitted all the proof of all the medical aid's certificate's. Dineo forward us the brokers changing form so that she can be our boker. Monica message my mom to find out what must she do and mom rep**** that I have moved them over to a different broker. Monica then went and terminated the membership and she was already removed from their profile. Monica is playing with peoples lifes. She is VERY VERY UNPROFESSIONAL AND DEFINITELY NOT DOING HER WORK