Bad customer service received

I'm very disappointed with flexi care membership department. I took a cover with them on the 01 December 2019 and ro date I haven't received the membership cards yet. I made numerous call to the call centre and would be told the cards will be delivered within 7 days or within 3 days each person will give me their own response. The last call that I made was on the 11th December 2020 I spoke to Mohammed and he assisted me by contacting the member ship cards department directly and I asked to rather collect the cards myself or ask someone to collect on my behalf as I don't trust that they gonna send them to me since it has been over a year already waiting for the cards. We agreed that the cards can be collected on the 14th of December 2020. I asked someone to collect on my behalf since I was far from Sandton but the person couldn't make it on the 14th December 2020 and he only managed to go today on the 22nd January 2021. He was told the cards were not there by a lady from reception. He gave the phone to the lady Faith, very very very rude someone I'm actually still very shocked that such a person works for client services. She kept telling me in a very rude voice to listen to her didn't give me a chance to speak, kept speaking over me and i was trying to explain to her what happened so she can tell me what now needs to happen as I can't get the cards because there was Noone available from that department but she just gave the phone back to the person I sent. The lady at reception is very rude, extremely unsympathetic and have no regards for customers. I'm not impressed with the service I'm getting from you guys and it seems like you don't take us as customers very seriously. I have a friend whom we took this policy together me and her and she had already cancelled in less than 4 months with you guys because she couldn't take such bad service. If you continue in this manner you will be loosing a whole lot of customers and you won't be able to retain them.