Refuse to Supply Chronic Medication Due to an Error on System its been a week with no answers

It has been one week I have been calling every day my mother joined Bonitas two months ago and was promised she be supp**** with her chronic medication. I called in on Monday to order the medication but was told they having a system error showing we are on a waiting period today I called back and guess what they still haven't sorted it out. My mother is a heart patient with a diabetes condition and is still sitting without medication for 4 days. When you ask to speak to a manager a lady named Monique acts like she transferring the call but ends up cutting the call . I honestly feel like canceling the service what is the use when you show no mercy towards your clients?