bad service

I changed my membership during december and added my husband as dependent and added vitality for both of us. i asked that everything should be activated 01 jan 2016. Discovery never debited. I phoned them to ask what was thw delay and then they said they will send me another form my husband should complete. I sent this back to them and now i am still waiting. We joined a gym and cant go in as our vitality is not activated yet. What is going on and why do I have to do all the follow up work when everything should have been activated already??? Who is going to reimburse me for our gym membership fees for this month which we could not use so far??? And the worst - who is going to pay for my husbands medical bills if something happens to him? Not me because I was told it will be active 1 jan.