Awful service

I app**** for medical aid beginning December 2018. My documents were submitted by a broker named Joanne. I was supposed to get my medical from 1January 2019. Documents were then sent to a gmail account, when my documents had a yahoo address. Someone with my name ********** lives in England and had no idea and asked them to cancel.. I've sent a email and called twice, today I called and no one answered. I am now without medical aid and if no one contacts me by the end of today I will be taking this to the ombudsman!