failure to deliver a service

my Son has been diagnoseed with Eczema last year when he was about 4 months old. the dermatologist prescribed Epizone LPC 500, Physiogel AI, Advantan and Protopic. the above were being paid from my savings from last year and last purchase was on the 08/02/2016 NOTE this is a repeat script. to my suprise when I went to Clicks in March to go collect the repeat I was told that Epizone and Physio gel AI are excluded and Bankmed wont pay for it. i then followed up with bankmed to understand why? and the response i was given was that its an issue with Bankmed's credit ( medi cred or something like that) which i then phone and they advised me that because its an exclusion I need to speak to bankmed because they do not deal with exclusions. i have followed up with bankmed numerous times to no success. a lady contacted me from Bankmed after i had raised my query and she advised me to go to Dischem and try there. i did that and the result were the same. she contacted me and advised that she is aware that i went to Dischem as per request and she wil investigate and provide feedback. over a month and I am still waiting. my Son's medication is now depleted and his skin is reacting. pls help