Appualing service

I am disgusted at the poor service delivery by bonitas. I have been waiting for a response since last week Thursday that excludes a prior email sent the week before and still no one has contacted. I have also been told that they don't cover my pill as it's not on there contraceptive list(which I didn't even know there was a list) however they paid for it in January. I have now spoken to 3 different people with regards to this and the first 2 people's information contradicted the others they had no clue what was going on. The 3rd guy however told me he could see the email and he was apologising yet its not his fault. At this rate who knows when my query will be answered. They should ask themselves why people are moving over to other medical aids.