More than 3 months waiting for my medical aid physical card

I have ordered a physical card for my medical more than 3 months ago and until now I have not received it , every time I phone to query I get told that I can use the digital card . I am anti smartphone so I cannot use a digital card , interesting enough money gets deducted for medical AID every month yet I cannot use it . Pathetic is an understatement , today I tried to logon to my online profile via my laptop . It says the profile is locked , I do not even get an option to unluck it . I do not remember being told that the minimum requirements of joining the scheme is having a smartphone , but now it appears as I cannot use the services I paying for because I do not have a smart phone .