which procedure is followed to get medical aid Tax certificate from sisonke?????

I fail to understand something about Sisonke medical aid can a person ask a medical aid Tax certificate from morning until in the afternoon they said i must check my email after 15min then i dnt find anything on my email and when i phone the office is closed.Andiswa you are the one i was speaking with from morning until in the afternoon it shows you dont want to help me and you dnt care that i am urgently want the tax certificate, other medical aid it takes 1min to receive my tax certificate on my email or is any fee that is paid first to get my medical aid or you write a letter to get i dont know honestly what please give me the correct procedure to follow to receive my my tax certificate cause you even tell about Karen who was in the meeting.