NO RESPONSE ON CHRONIC MEDS QUERY

I'm sending this complaint, on behalf of my mother. this is an e-mail she sent to Bankmed this morning.<br> Good day, I am extremely frustrated with Bankmed. My name is Adeline Slava - Med Aid no - *** - Id no - ***.I am on Trustan Chronic meds since 2013. I am struggling to get my meds since April 2015. Initially they approved 20 mg of Trustan whereas I use 40mg.On numerous occasions I went to my chemist to get my meds but was unsuccessful due to outstanding docs, new prescription, motivation letter from my doctor, progress report from my doctor. I have in my possession a script dated 11/08/2015 where my doctor gave a motivation as to why I need to be on 40mg and not 20 mg. One of your consultants visited us at work and gave me the Bankmed Pharmacist number to give to my doctor to phone and give a detailed progress report on my condition before my chronic meds could be approved. Last week sometime I got an sms saying that it has been approved, because my doctor phoned the Bankmed Pharmacist on ***, to my dismay when I got to the chemist on Saturday it was still not approved on their system! It shows that I on acute medication. Why, and what on earth is happenin