Lack of communication

Good day I would like to complain with regards to an email I sent ushaka with rgeards to my platinum pass card that I lost there on 30th of December 2018. We spent the day there and I think it may have fallen out my bag. I dont understand if it was found by the cleaners why was it not handed into the office and why was I not contacted also with regards to this. Its my third time having the platinum pass. They advise you to call and email them if a card has been lost. I have done so twice and have had no feedback from them. I am very disappointed and i am not sure if I will renew this card again if this is how I am treated.