Shocking & Disappointing Service -Gems Membership Blunder

I am disappointing and extremely frustrated with the service received from Metropolitan Health regarding a Gems membership, Main Member passed away on 28th July the medical aid was terminated on 31st July with both Main member and beneficiary being in hospital and step down during this time and beneficiary few days into August now these bills are not being covered and the beneficiary was meant to continue on the medical aid and become main member but instead was loaded as a new member resulting in a late joining fee penalty note that these have been members since 2009, Not only has the death caused immense emotional distress for the family now we battling with hospital bills and a medical aid which is not active for an elderly chronic patient . Many emails and correspondence have been sent since the beginning of August. Absolutely shocking and heartless