Trap service and empty promises from Hosmed / Medscheme

I have been receiving very trap service from my medical aid regarding the 2017/2018 tax certificate. The tax certificate they sent to me, I told by the South African Revenue Services Department (SARS) that it differs from the one that Hosmed/ Medscheme sent to them therefore it was rejected by SARS and they medical aid continues to make me wait and not send me the same tax certificate they sent to SARS which as caused me not to be able to submit my returns for the year 2018. SARS says that I should request the medical aid to send me the tax certificate that ends off with the number 750, which I have requested from the medical aid but they say that the 750 is an internal number and they have made me wait from over 3 weeks now from the 13/07/18 to date being 03/08/18. They have promised to send me the same tax certificate that they sent to SARS with the 750 number or draft an email that will explain to the SARS authority they two tax certificate they have sent to me from their current and previous system. Which will explain that the one certificate reflects 01 March 2017 - 31 December 2017 from the old system and the other reflects 01 January 2018 - 28 February 2018 from the new system. I have still not received the email nor the certificate held by SARS ending off with the 750 number from the medical aid from the date mentioned above. I have made three communicate to them and they say that this is a unique matter hence they department that deals with drafting emails to their customers is still busy with the matter. I have two references numbers regarding this matter dating back to the 13th of July 2018. The 1st one being 130718QX6MYK where I spoke to a consulted by the name of Thulani Mabuza and another where I spoke to Suzanna Shabangu and her and her manager promised that the email will be drafted and sent to me before the end of business day the 25th of July 2018 which was over a week ago from today but still nothing has come through. The reference number given by Suzanna was 240718QXS30R. I'm worried now that this matter will not be attended to by the Hosmed / Medscheme until the tax season is over or closed by SARS, who their consultants have not been very helpful or friendly themselves.