Bad customer service

I am still in my waiting period on the Selfnet option-I however believe I have the right to know what I am covered for. I contacted the Carecross centre today to make a simple inquiry and was met with a " I am doing you a favour by talking to you" attitude. The consultants are not helpful and I am starting to think its because I am on a lower option. I have to date not received my membership card. I had to contact them twice to request for the card to be re-posted. The third time I asked them to send it to my work address -still no card-instead they advised me to consider collecting the card from their offices. Is this really the customer service you thrive for? Maybe if I was on the best option I would have been assisted better. I am not even covered yet and already I am regretful for joining.