Poor service delivery - BONITAS and PHARMACY DIRECT

I changed my plan from BonSave to Bon Standard Select for the 2023 year. I was asked to submit Motivations and scripts for all chronic meds for myself and my dependents. This was done on 3 January 2023. Shortly after i received a sms from Pharmacy Direct advising they received my scripts (which i did not sent to them). Then i started getting sms's from Pharmacy Direct advising that one of the prescribed meds for my one dependent was ready for delivery but on ACUTE and i will need to make a co-payment. I initially agreed thinking that Bonitas must have provided approval to Pharmacy Direct because where else would they get the scripts? I agreed to the co-payment. However, then i started receiving emails from Bonitas indicating claims for all chronic meds for myself and my dependents being sent for processing and that Pharmacy Direct were claiming for them. I found this strange, as i have not officially received ANY form of communication from Bonitas Chronic that my requests have been approved and that the meds would be listed as Chronic. I sent both institutions an urgent email querying this. I have spoken to an agent at Pharmacy Direct, who advised they will put the meds for delivery on hold as this will be going off from my day-to-day expenses. Bonitas has called me twice to follow up on my email query... i have been told that this matter has been escalated, but i still have not received ANY letters/emails from Bonitas Chronic confirming if my application for the chronic meds i app**** for myself and my dependents has in fact been approved or declined. In the meantime i cannot use the scripts to go to another Pharmacy because then i will have to withdraw them from Pharmacy Direct - which is the compulsory supplier for chronic meds on my selected plan - if i do use my scripts at Clicks for example i will have to do a 40% co-payment... what is the point of going through the process as requested by Bonitas if i have to end up having this come from day to day benefits or having to pay 40% co-payments somewhere else. Now my biggest upset here is that i have now been without my chronic meds since Friday, 20 Jan 2023. This was also brought to Bonita and Pharmacy Directs attention - but still nothing. My dependents meds will be also running out by this weekend... i had the same problem last year to get all of the chronic meds authorized and set up delivery through Pharmacy Direct. And now again... It seems to be a no-win situation with them and feels like they don't consider our health and the implications from not taking the meds. I am really disappointed in the BEST medical aid - as advertised. i am a paying member and followed every step requested from me, but still no resolution to date. I am battling without my meds and no one seems to understand.