BAD TREATMENT

I have recently joined the abovementioned Medical Aid to be effective from the 1st of January 2020. I have been waiting for my Membership card since. I called them on the 14th of January and whoever i spoke to promised that i would receive it soon. I placed a call to them again today and the phone was answered by a guy called Thabo who told me that the card normally takes up to two weeks to be sent; because i had called on the 14th I should still wait. My question to him was why , in the 1st place did i have to call and ask for the card, is it not their job to send the card to me from the onset, without me making a follow-up. It has been 15 minutes now eversince the particular Thabo put me on hold and said he was going to find out for me. instead the voice prompt came in and took me back to the beginning. Is this not bull****ting clients ? I need to know why am I being treated like this ? i have asked him (Thabo) if it is a problem for them to courier the card. He told me I'd have to go and collect it myself. Like really ? He also suggested that i use the e-membership card, to which i answered that i need to see specialists to prepare for my chronic medical applications and they will not accept e-membesrhip card. I am not even a month old in this scheme, but im already extremely unhappy with the treatment; not to mention the waste of my airtime calling them for fifteen minutes without any joy. They are disgusting to say the least!!