LACK of communication

I will be starting a new job soon. It is required that I be on the medical aid they supply. I have emailed Medshield stating that I will need to cancel my cover with them and that they please need to send me medical certificate stating that my last day of cover with them will be on 31 October 2015. I have received NO feedback. I have informed medshield that it is URGENT and that I need to submit the forms to my new medical aid by Friday 25 September 2015! This is seriously PATHETIC service. I have contacted Brian Moloi who PROMISED me that after I spoke to him someone will call me within in 20minutes...it is THREE days later and NO ONE has contacted met. I also called the call centre and the said my request is being handled BUT NO further information. I tried calling the call centre on 25/09/2015 and have hold the line for TWENTY minutes and NO answer!!! Is Medshield going to explain to my new job and medical aid WHY my documents were not submitted on time???