Pathetic customer service

My mum whom is a pensioner has been a long standing member of the scheme.Due to the exorbitant increase in contributions she has chosen to exit the scheme.She sent through a cancellation e- mail early in December.Only to receive an auto response that the query will be dealt with within 3 to 5 working days.I have called on numerous occasions only to be told that it is being processed and nothing is being done.Today I am told sorry we cant help you,the debit order will go through you just sent a mail and the termination document was sent in too late.Sizwe Hosmed if you do not expedite the request as initially sent I will be taking you to the Ombudsman.The customer service and attitude is pathetic.You guys should feel ashamed of how you treat the older folk.If anyone has their parents on medical aid with Sizwe Hosmed please re think your choices,it is pathetic service.