Pathetic service that could cost me

What a pain to cancel membership! I have started in a new position and we need to move to another medical aid provider as a company group. I called Fedhealth on the 1st of April for termination on the last day of April. I need the certificate advising that it will be terminated en of month to apply for membership at the other medical aid provider. I have been promised to get it within 5-7working days and they literally promised this. I haven't received it and when I called today they say it has been escalated and needs another 5-7working days. This is pathetic! Surely this isn't that hard to do!? I need to get medical aid coverage sorted for me and my family but Fedhealth is stopping me from doing this! 14 working days for a certificate is really rediculous..