Terrible service from Affinity Health

My son has a cold, I called Affinity to speak to a nurse for a prescription. Nurse prescribed Panado and Saline solution for a cough and runny nose! Called back and asked for a proper script for medication that can actually help a cough and runny nose. I was taken from pillar to post, told that 'it's been escalted' its now almost 4 hours and 'it's still being escalated'. I even called the Affinity complaints department and STILL no one has called me back as promised!! Why offer a service that you can't fulfill? Numerous calls, no help! This is absolutely ridiculous!!!!