no delivery

I called bonitas medical scheme call center on 01st July 2015 to request a tax certificate as I am unable to do self service because my membership is inactive. The lady I spoke to promised to email me the tax certificate. On the 06th July 2015 I called the call centre again to request the same document, I confirmed the email address & the lady who assisted me promised to send me, but to date I still did not receive anything. Please assist. The call center ref no: 060715QD1502.