Below average med, not 'best' med

Let's start with the appalling turnaround times for business emails. Three-five business days is shocking in 2022. The digital age and not enough human employees. How is it that the unemployment rate in this country is sky high and members, paying clients have to wait a ridiculous 3-5 days for anyone to respond to an email? An eternal mystery. Much like 'best' med's above-average rating as a medical scheme... To the main issue. Several days ago, we contacted BM ('best' med) via social media as well as via email (on the only email address available to clients. A red flag if ever there was one) about my husband's medication (epleptin; prescribed for pain management, NOT epilepsy) being rejected as a claim at Dischem. We had to pay out of pocket. We understand that there is a savings pocket attached to our medical aid made up of an 'advance' and our own contributions. Our query, a simple one, was why the claim was rejected in the first place and why couldn't we use our funds in the savings pocket to get said medication? A simple query to us, not so simple for the myriad BM agents who have 'tried' and FAILED to provide a satisfactory response in a timeous manner! What is so HARD??!!!What is so complicated!???!!! Why do we always find ourselves on platforms like hellopeter attempting to extract some version of competent service from companies like BM? Why???!!? Why is something so simple made so tedious and unpleasant by the seemingly *********** and indifferent agents in your employ??! Should we blame a severe staff shortage for the epically delayed (and unhelpful) responses or should we chalk it up to incompetence? Or perhaps both? What will it take to get someone at BM to take this issue, run with it, comprehend it and respond directly and in plain English???? An awful hell of a lot apparently! This is pathetic, this endemic complacency in the medical scheme space, this patronising way of doing business, this general lack of accountability and competence! Despicable! And all the while, we're held hostage because med aids are 'necessary'? My husband is now a paraplegic. Our lives as we once knew it completely destroyed. We make contributions to the savings pocket for my husband's day to day medical needs!!! You are denying us access to our money AND denying a legitimate claim and that is unacceptable and reprehensible!!! Why should my husband suffer any more than he already has!!!? Fix this issue IMMEDIATELY!