Why is service so bad with lancet?

Pathetic service received online. A tax invoice cannot be issued immediately and you have to call or email the call centre to receive a tax invoice that has to be processed with the medical aid and this is the response you get after one week of emailing:

Good Day

Thank You for your e-mail.

Please be advised that a detailed statement will be emailed to you shortly.

Should you need any further assistance, please do not hesitate to email us on *** or contact our Call-Centre on ***. Kind Regards Resolutions Case Administrator Lancet Laboratories

Please explain how this works out if your method of getting a tax invoice isn't efficient in helping us? 48 hours later and I'm still shortly awaiting my tax invoice not a statement!!!