Emergency stickers

I have phoned the Discovery Health Medical Aid call centre on requesting them to send me new emergency car stickers as my previous car was written off in an accident. After three weeks I received the envelope in the post with a lovely typed letter informing me that the stickers were enclosed in the envelope ... the envelope was empty - no stickers. So I phoned the call centre again, bringing this to their attention, and the agent was very apologetic and promised to send me the stickers via post again. Again the envelope was received with a lovely typed letter informing me that the stickers were enclosed in the envelope, and AGAIN no stickers! Is this a joke??? Can someone at Discovery explain to me how this can happen twice??? Is is so difficult to put two stickers in an envelope and send it to a client? I understood they made a mistake the first time, but twice??? Please can someone explain this!