Bonitas failing to respond to my email and taking me from pillar to post

I had a very bad experience with Bonitas regarding getting a nebulizer for my son. I contacted Bonitas via WhatsApp asking them what do i need to get authorization for my son to get a Nebulizer. The agent told me Nebulizer is only authorized for people who are registered for Chronic benefit and i must get a motivational letter specifying the condition and send the letter to ***. Of which i did and sent the motivational letter to the Medical aid on the 01st of May 2025. Same day i received a confirmation that my email was received with a Unique reference number. The Unique number provided was 01052QXH6SJ. I sent three emails to Bonitas following up on the status and i never got a response. Today i called Bonitas customer care service to follow up. and i was told i need to send a script with medication to the chronic department. This is after 13 days i sent the initial email and few follow ups without response today after i called again i am told a different story. This is so unprofessional and Bonitas failed to respond to my quiry despite few followups made.