Healthspring — promised service not provided

I paid for an yearly platinum package when i was told that i would get a complete checkup and my family could use the benefit of family physician for entire year. I was told i would get a kit within a month. First disappointing factor was when i was told the visit to physician was only for me and not family as told by representative when i bought the package - misinterpretation due to lack of calibration on the sales part. Now 4 months are over but no kit or anything that was promised within 1 month has reached me yet. I have already called and mailed the centre 3 times now for my kit/online access, but not got any response yet - 1/3 rd of the period has already passed without any benefits.