bad service

I signed up for oneplan pet health insurance end of February, to start March 1st. By beginning of April I had yet to receive the debit card to pay for vet visits that they promised. I called regarding this and a few days later received an sms that my card was ready and would be delivered via courier to me asap. That was 11th April. To date (being 25th April) I have yet to receive this card. After numerous calls to Oneplan they told me last week that I must be at home Monday and Tuesday mornings and during that time the card will be delivered. I waited at home both mornings, no call and no card. I finally called them at 11:30am today After 4 phone calls they told me that the courier has the card and has been trying to call me. A lie as I have had not one missed call. They promised to deliver at my work by 5:30pm and no call, nothing. AGAIN!!! I had told them I needed it delivered today as my dog is having surgery on Friday morning, and I therefore need the card before then. Tomorrow (being Wednesday) I am unavailable and Thursday is a public holiday. I am now at my whits end and don't know what to do. Can anybody here help me??