Terrible customer service

I have been with GEMS for years now. At the beginning of the year, I tried to log in to my account with no success. Apparently, I don't exist on their system, yet I still pay every month on my salary slip and I can go to the doctor when needed. I have tried emailing them even though they have a response time of 3 weeks, every email I receive back after waiting three weeks is the same, stating that I didn't provide any identifying information, even if I did. I called and after being on the line forever finally got through, managed to make some progress or so I thought. I am still waiting on a call back from the it department.