Bankmed - Poor Service

I switched to the Bankmed Comprehensive plan from Discovery Delta Saver at the beginning of December, as required by my new employer. I was informed that I needed to submit a chronic approval letter from Discovery, which I did. However, a few days later, I was asked to complete an additional form. To my surprise, the form provided was incorrect, leading to a lot of back-and-forth until I finally received the correct Medication Advisory Services (Chronic Medication Programme) Enrolment Form. I had my doctor complete the Medication Advisory Services (Chronic Medication Programme) Enrolment Form and submitted it to Bankmed on December 12th. Surprisingly, I was informed on December 24th after i followed up that the form had been received but mistakenly left unattended in the Medication Management team mailbox (perhaps due to the festive season). As a result, I now have to pay for chronic medication that was previously fully covered. Additionally, I am still uncertain if the doctor’s visit will be covered as part of the chronic Basket of Care Condition - i was told(in the morning of the 24 December) that this would be escalated but when i follow up in the afternoon i was asked to repeat my self again despite having provided the reference no's 40486 and ***.