2 month old outstanding claim

Today marks two months since I saw my doctor and was given a script for Roaccutane. I submitted the script to pharmacy direct following my conversation and email with the Key Account Manager Gugu Mtshali that the medication needs to come off my accumulated savings benefits. The claim came back as declined to which I forwarded to Gugu asking if should could please assist with the matter and advise further.

I received no response from her until I called her two weeks later. To which she advised that she would escalate the matter and get back to me. A month later I had no response from her or pharmacy direct and I was still without my medication.

On 1 September 2019 I emailed Gugu and advised that I would be forced to escalate the matter If I did not get a response from her. She rep**** four days later to say that the claim would be paid out of accumulated savings on 6 September 2019. I had received an SMS from Bonitas also advising me that the claim would be paid out to Pharmacy direct.

On Friday 13 September I called Gugu to advise that I had still not received my medication to which she advised that she had called pharmacy direct the day before and they were going to dispense the medication. Due to it being a weekend nothing more could be done until Monday.

Today I called her only to hear more lies and excuses. Is requesting my medication to be claimed from my accumulated benefit that difficult? Can I not be given a straight answer? When will I receive my medication? Is there anyone that can assist?

The level of customer service I’ve received is appalling. Gugu has on the last two occasions said that she cannot assist as she is driving.

So here I am paying a scheme to mess me around for two months.