Disappointing service Chronic Meds application

Application for Chronic Meds confirmation received at 09.53 14/08/26. Told it takes 3-5 working days to process. Called and told it's being reviewed. Called again yesterday 20/08 told it will be followed up this morning. Called at 12noon, was kept on the phone for 24minutes by a borderline rude consultant who eventually agreed to follow up with the Medicine Department - now told it's still being reviewed and I will receive feedback and an email next Tuesday. What shocking service considering this is for CHRONIC MEDICATION that is needed daily.