Pathetic service from Bonitas (Boncap call centre)

I submitted an update on my mum'c chronic medication on the 29/10 I am yet to receive feedback, her Dr also submitted an update on the 03/11 and no feedback on this either...in the meanwhile we are without medication and as pensioners they have ti use their pension to buy meds in the interim. I tried calling so many times today they either dropt the call, pretend like they cannot hear me (cause i can hear them on the other end) or transfer me to the courier pharmacy which does not help! I need help today!!!!