I called them again. I spoke to a rep, then a manager. The manager said that the company they had been using to mail out the materials back in the fall had been fired and that now they are using a new company.
The new company is mailing membership materials and they are caught up to November/December.
Because I called in early February and asked for my materials, and they put in a request for a new set, mine will not be mailed out until the new company reaches the February mailings. I asked why I wasn't on the list for October automatically. The manager said they had no idea who had and hadn't gotten their materials so they just decided to wait until people called in and said they had not gotten their materials. The fact that I e-mailed back in December or whatever and they said to keep waiting another 6-8 weeks seems to have made no difference, either.
When I asked if this whole situation seemed fair to her--since I've been a member now since October but it will be mid-March at the earliest before I see the materials, she said yes, it did. She said they don't have materials at the call center and there's nothing they can do. There's no way to send materials direct under any circumstances.
I got pretty shirty with her.
If you haven't called and, in theory, gotten a NEW set of materials sent, I guess you should. Then at least you'll go on the list.
This is extremely poor customer service. The manager was polite (even when I wasn't very), but there's no actual "service." It's just too bad, so sad, good luck with your problems in the future.
