Bad service and treatment.

I am a disabled person and suffer with a severe illness viz. MSA Plus which currently has no cure. I ordered a wheelchairoff the internet from a well known pharmacy chain, basically looking at a picture and specs. When I received the wheelchair I was surprised as I was not comfortable at all. Futhermore the footrests where raised so high to make a tall person sit like a jockey astride a horse - this was most uncomfortable - I decided to exchange the item and have run into a brick wall with with the supplier and the Authorizations Dept of Bankmed. The supplier eventually agreed to the exchange but Bankmed are placing additional requirements on me. They intially verbally accepted the predicament I was in; subsequently asked for a motivation from my doctor to substantiate the reason for the exchange, mind he also has'nt even seen both the items; now they insist on having a NAPPI code for the wheelchair I noiw have selected + a fresh quote, whilst I battle on my second hand wheelchair, which they did not pay for. My second hand wheelchair has become extremely uncomfortable as the seat has sunk, despite me using 3 cushions. I mention the following: 1) I have not been able to reach the lady who led me to believe the exchange would be entertained, at Bankmed as she is always busy. 2) I have 42 years membership of Bankmed and to be treated like this is not acceptable. 3) This saga started around the 13th May 2024. 4) I have already provided a quote on an item without a NAPPI code as the supplier has limited options available.