Gems clearly does not read emails

I have sent a written enquiry to gems more than twice over the same thing. After sending me some email that they said they would either respond to in writing or telephonically, i waited for two weeks for a response. Their response was basically that I need to add my member number and ID number to the email so that can look into my query (which I did in the email I sent them). I did this again and resent the email, and they still gave me that response. Someone had better call me- we pay a lot of money for medical aid and we need to be given a respectable service. I am so close to cancelling with them. So close.