Lost in translation

Received a call on the 17th Dec 2020 from Jessica De Lange who's the Billing Assistant, informing me that my membership with the scheme will be terminated 31 Dec 2020 due to the fact that it's a closed scheme etc and one had 6 months "grace period" on private capacity. My oncology treatment was authorized until Feb 2021. She forwarded a membership certificate with no end date. Joined another medical aid, only to be placed on a waiting period due to the fact that the medical certificate has no end date. Called the customer service department, requesting an updated certificate(7 Jan) spoke to Fikile Mabuza who's been nothing but helpful and consistent with her communication. According to the system; I'm still an active member. How? "Someone" didn't inform the accounts department that my membership has been terminated. Jessica claims that they couldn't get hold of me after I made the call and that they will cancel the medical aid, shouldn't that have been done already according to the call and email received? Patiently waiting for the updated certificate whilst I'm not covered by my current scheme.

Ps. Umvuzo has been a great scheme over the years, no complaints whatsoever, authorisation(s) and payments to service providers were always paid on time. It saddens me that I had to seek another scheme. Former membership no. 172590