Cannot get hold of ANYONE to help me - reservation

I received a complimentary stay at Sun Vacation club to which I made the booking and reservation for 16-18Nov. Due to medical reasons, I am unable to travel on those dates. I sent an email to Vacation Club Sales (the email address that confirmed my booking) explaining my problem. No reply from them!Then I called Sun City reservations, put through to Vacation club reservations, they told me contact the Vacation club headoffice, which i did. I explained my problem to 5 different people, the last person asked me to phone the Maslow Hotel coz they couldn't help me. I phoned the Maslow - nobody could help me there too coz the Vacation club office moved from that building and the Maslow didn't know where they moved to. Phoned the Vacation club HO again. They put me through to the sales Dept. They took my details and promised to returm my call. They called me today saying I must call Vacation club reservations and speak to Sandra Smith. I did. Vacation club reservations says i must call the HO and ask for Sandra. I did. HO tells me Sandra Smith is only available via email and i must send her an email to above address!! Back to square 1 after 10 phone calls