Bad customer service

I was contacted by Jenus Health for a medical aid quotation. I received and accepted the quote and had to be covered from 1 January 2016. I also accepted a quote for a medical aid for my son. Jenus Health did not cover me as requested from 1 January 2016. My son however was covered from 1 January 2016 BUT we have not received his medical aid card or our medical aid cards. To call the call center is useless as they do not understand my query. I am now without a medical aid until 1 February 2016 and still without my sons medical aid cards and our medical aid cover! Pathetic!