Chronic medication not delivered

My mother has medical aid with Bonitas and as a Bonitas medical aid member she is restricted to use their service providers for the medication. I have been calling Pharmacy direct from last week to find out when my mother will get her medication, and they keep give us the run around. My mother is 74 years old and is on a lot of chronic medication and some of the medication is not covered by the medical aid because the meds are not generic which I understand that we have to pay for it and I do but when the account is in arears of under R50 they do not send her medication and no phone call to notify her that the medication will not be delivered. I have made 3 x payments for the outstanding balance and the reason that I paid this outstanding balance 3 times is because after each payment I called them to find out if the account is sorted out so that they can deliver the balance of the medication they tell me that the payment did not reflect. So, to date we have not received the medication that the medical aid does not cover, and she has not received the normal chronic medication that is covered by the medical aid, and she does not have any more chronic medication. I am giving fair warning that if anything happens to my mother because of the lack of medication there will be consequences, and I will not rest until someone is held responsible. We pay high monthly premiums for her medical aid to ensure her health is taken care of and it is seen as if you are doing us a favor to provide her medication. I was also thinking about changing my medical aid to Bonitas but after seeing how my mother is treated, I will not change my medical aid or recommend Bonitas to anyone.