Playing with customer's lives because of poor service

I logged a complain with my Medical fund Bonitas, about my chronic medication delivery from Pharmacy direct which i am not happy with. This was the base for my complain and i requested to Bonitas that i no longer want to get m medication via a 3rd party provider, and wish to collect it myself from a pharmacy of my choice. Since this is a service level arrangement between Bonitas and Pharmacy Direct, my personal feeling is that Bonitas should resolve this and needless to say, 4 x phone calls and 2 weeks later, i am still waiting on a manager to call me and i am out of medication. Useless.