Request for membership certificates

I changed option from beryl to emerald this year. The problem is I have been requesting membership certificates to be emailed to me while I wait for new card, It has not been send to me. I called gems twice on the 04/01/22 requesting for the same thing and each time they keep telling me they have emailed it to me but nothing.. I called again today, reference number fpr the call: NH***, still nothing.. this is so frustrating because I have Dr prescription for medication dat I need to take at pharmacy. I just don't get what so difficult to send email