Can someone able and willing assist me?

I Completed an online contact form yesterday because i want to add an extender family protector to my current plan. i stated i cannot be contacted via phone and can someone email me. The online form askes whether you are a member, type of membership and id/policy number. I completed all of these details when i submitted the online form. I got a response from matshepo Maduna. All the response said was that i must be a gold or goldplus member to add extender. Nothing else. Clearly, the lady did not see the original request as she would have seen that i am on a gold membership. and she could have verified this on your system with my id number. Her response did nothing to assist me in what i was requesting. Management, please educate your employees on how to read requests/queries properly before they respond to clients. This will assist in the client getting the assistance they need and be given useless information that is a waste of time. Please can someone assist within the next 24 hours. Should i not receive assistance, i will be cancelling this policy with immediate effect!!!