Conveniently removing complaints when they dont want to address it

The service from this company is dangerous. My mom (who was on a path of incapacitation decided to stop her medical aid (which I pay for) by transferring money I put into her account for the medical aid into another account. I wrote to Stratum on 30 October explaining the situation and indicated that I wanted to reinstate the account. They duly responded on the 7-11-2025, with banking details and the amount due being R0 rands. On 10 November, I responded to the Stratum asking whether the debit order had went off as they were asking for an Eft for zero rands. No response was received. I received confirmation of email with reference numbers for emails.

I made a call 2 weeks ago to follow up on this. I was told that the matter would be investigated however no response was received. I called again on Tuesday. They had no record of the previous enquiry and again told that th matter would be investigated. At this point, i raised a complaint on HelloPeter and believe that the subsequent response was because of the hellopeter complaint and not the enquiry.

I received an email yesterday, confirming that stratum could not reinstate, having performed an investigation and finding:

"On the 4th of September 2025, the accounts team sent another email regarding the failed debit order and one of our consultants sent another email on the 7th of November 2025 requesting for an EFT payment. We did not receive any communication from you with regards to the outstanding amount or if you did make a payment. No proof of payment received."

After calling the complaints department, Lisa (who prepared the report), indicated that she did not see my correspondence to them. (30 Oct or 10 Nov) despite having issued reference numbers for the correspondence. I had to send her the correspondence. (Not sure how an investigation was done). She urged me not to comment further on hellopeter as she needed to investigate the matter with any comment diverting her attention from investigating the matter.

Today, I received an email from HelloPeter saying that my comment was removed as I not a client of stratum. So Stratum did not want me to update my comments as it would divert her attention, but she did have time to have my complaint removed! As the paying party, whose email address is the listed email address of the account, Stratum appears to be attempting to cover this up through these kind of antics. This is not acceptable.