Discovery Medical Aid - tax certificate issue

I have been trying for several days to get update on when medical tax certificate will be available on Discovery's website - cannot reach them by phone, sent message on Messenger as that seems to be the only way to get hold of them. Numerous times I only get reply "out team is working on solving the issue." We require our medical tax certificates to review and send to tax consultant who will be checking & submitting our personal tax in a week's time - what is the hold-up and why the poor communication to a member?