Bad service, no help,

Im not sure why the businesses does not help us when we request it, and i know after logging this query or complaint, only then will i receive help. i took out medical aid with discovery, they assisted me. Then i received my welcome pack from them with my virtual card that is still on my ****en name, I emailed them 4 times requesting it to be changed, no reply. Then i receive whatsapps with my welcome pack, try to log in, i have to request a one time pin, enter my id and my nr just to keep on getting an error message that the id number does not correspond with the info they have on the system for me, now this leaves me to wonder, how am i covered when this is the type of service one receives, easy to phone and assign you to medical aid so they make the sale, and then after that, just no help! i want to already cancel this medical aid, nothing works, i did state million of times i got married please change my surname, nothing! they did not even tell me where they will delivery my medical cards to, nothing!