Absolutely shocking service from Medscheme

I have been waiting for the new Care Plans for my mother (82) and I for our hypertension treatment under the PMB rules of the scheme, having recently been diagnosed with hypertension and registering for Chronic Medicine benefits. On December 2 2017 I was sent my mother's Care Plan letter, in spite of the fact that the Care Plan expired on 31 December. To date, I have received no further Care Plan letters outlining the services provided for under the PMB rules. It is now the second week of February and both my mother and I need to go to the Doctor for our regular check up. I have phoned the call centre this morning and waited 45 MINUTES to be put through to a consultant, during which time I had to enter my membership number followed by the hash key a total of THREE TIMES. ON MY CELL PHONE, so no free call. It has now been six weeks since the Care Plans were supposed to be mailed to us. But still no sign of them. On January 8 I phoned to find out where they were, but this call was not logged by the agent who assisted me. I was promised that the letters would be sent out within 24 hours. Here I am on 7 February, a month later, and still no letters. THIS IS SHOCKING SERVICE from a Medical Aid which spends millions on advertising that IT GIVES CUSTOMERS WHAT THEY WANT? SERIOUSLY? Bonitas, seriously, you *****ed up choosing Medscheme to administer your scheme. They are SHOCKINGLY BAD. They administered one of my old medical aids 20 years ago and were just as bad then, so there's obviously been no improvement. When I went to collect my newly authorised Chronic Medication two weeks ago, the Chronic Medicine department, which sent me notice of authorisation in December 2017, had "FORGOTTEN" to upload it onto the system, so I had to wait 90 MINUTES at the pharmacy, with my pharmacist on the phone with me, for someone to find this out. AGAIN, THIS IS SHOCKINGLY BAD. Bonitas - this is my message to you - YOU absorbed Liberty MAS, which I was on. I did not ask for you, I did not want you, but I have stayed to see how you deal with things. I am COMPLETELY dissatisfied with the way I have been treated. First, you put the cost up by R700 for THE SAME COVER (as soon as you absorbed Liberty, not an annual review, I might add). Then you forced me to deal with Medscheme. Then you tried to force me to use your pathetic pharmacy delivery service (having read the reviews on that one I opted out and now have to pay a 40% levy for the privilege of getting the right medicines on time). Now every time I have to deal with you I am forced to deal with incompetence at EVERY SINGLE LEVEL from your call centre. I AM SICK AND FED UP OF THIS COMPLETE LACK OF RESPECT. I pay almost R5000 a month for a freaking hospital plan, with hardly any benefits, save for PMB and Chronic meds, and have to run up cellphone bills dealing with the abject inability of anyone on the end of the phone to fix any of the problems their ineffectual systems throw at me. SHOCKING SHOCKING SHOCKING. I am looking for alternatives. And someone to take you on for false advertising.