Missing Topmed member details

Good day

Membership number – ***

I was a member of the Topmed Medical scheme up until 2019. I am currently being audited by SARS, who require me to supply the Topmed contribution certificate for the 2014/2015 tax year as well as the 2019/2020 tax year. They require this urgently I have phoned your call centre on 13/06 and spoke to Kagiso (ref 130625QZP7NL), who said he will get back to me (he never did); I also sent an email the same day with all the relevant information, and just saw a response today saying nothing found no previous membership for my ID.

I know I am not the first person to request this, and I am not sure if the person replying to my email was just too lazy to actually do some work, or if they just didn't care. If they really couldn't find the information then an explanation as to how I could find it would be good service, or even what was happened to the Topmed database could be explained. There must be some process in place to locate these details?