Poor customer service

A month ago I took a medical aid cover with this health insurance company, the lady that I spoke to was very lovely and she sounded like she knew what she was doing. She promised me that my documents and my medical aid card would be delivered on the 1st of May 2020 and that she would email me everything to confirm the doctors I can see in my area. Today is the 19th of May, the medical aid debited their funds on the 31st of April 2020 however I still haven't received any email confirming my policy, and I still haven't received my documents nor my medical aid card. I have tried multiple times to contact them however I haven't been assisted with regards to this matter. I am so exhausted of going back and forth I just want to be assisted or if not they should cancel my policy with them.