Poor Pathetic and inefficient service from Optivest staff Chanelle and her Manager

Very poor and pathetic service from Chanelle,I even sent email to her manager,I phoned to change my medical aid from Fedhealth to medshield,everything was confirmed I suppose to pay R4627 per month including late joiner fee of 5%,then I get a email medhield showing I must pay +-R5200 per month,late joiner fee of 25%,the excuse from her manager is that she was on sick leave,that's not on with consumer credit act,I have a good mind on escalating this to the ombudsman with the trail of all emails to and from optivest,from day 1 Chsnelle has been giving me poor,pathetic and inefficient service and her manager didn't help in any bit but send appology email saying that Chanelle was on sick leave,that's not on he could have listened to the telephonic conversation confirming the quote and monthly premiums a got this matter resolved in a matter of a couple of minutes which he didn't do.