Dissapointed

I am highly dissapointed in the service i received from polmed , firstly they inform me that they’ll terminate my mother from my medical aid , secondly they instruct me on what documents i must send them and i did , i haven’t received feedback in weeks and all i receive from them when i ask for it is query numbers , im highly dissapointed as im the one paying the medical aid , so the person working with the emails should do their job more efficiently and improve client service it’s almost end of the month and they haven’t informed me on the way forward regarding the matter and myself as the client must beg for feedback regarding the matter but instead i only get query numbers.