Poor Service

In January I received an email and sms that I owe Gems, failure to pay within 21 days my account will be suspended. I have since sent an email for further details of the amount on the 18 Jan. To this day! I have received no response. I paid for the convenience of medical practitioners, but I deserve a plausible explanation into the matter. In mid Dec I requested that updated medical aid cards be delivered at my residential address, which was to be within 3 weeks. To this day nothing ... Same thing in 2019. I still haven't received any cards.