poor service always

My state pensioner mum is on Boncap, I have sent her 3 month bank statement and completed form as well as attach sassa letter. 5 weeks later still not resolved this PHA is a problem I have been doing this for many years and never had a issue, they keep saying docs not received but if you got one then you should have all its all on the same EMAIL - 2 x hello peter escalations no resolution from medscheme either