Chronic applications zero responses or explanation

I have submitted my chronic applications since June 2016. It costs me to see a dr everytime and to do all the test you require. We submitted everything yet zero approval. Then I send questions as to why, I keep submitting my forms and asking for responses. Zero comes back. today I call hoping to get some answers and the chronic dept tells me to email the same address that has been ignoring me all along. Yet just this week I get an email from the medical aid stating that I qualify for the meds that I app**** for in June 2016 and must submit a chronic application form. I am frustrated and disappointed by the poor delivery as well as lack of empathy from this medical aid. Why must I do this to get some sort of proper response and delivery. I would appreciate a response to my many emails as well as solutions urgently.