The change to Momentum has been an absolute nightmare

The change to Momentum has been an absolute nightmare. We were assured this move would not affect us, yet the customer service has deteriorated badly. The WhatsApp line is unattended, chats are ended without assistance, claims are delayed, emails go unanswered, and calling means waiting endlessly on a “busy” line. Yet I’m still asked to rate a service I never received. Pharmacy Direct is no better. My daughter’s medication was not delivered and I was told the driver returned it, with no explanation. I then submitted MY prescription, only for them to dispense another repeat for my daughter. Did anyone actually read the email or check the attachment? I escalated and requested a manager, was promised a call back and, unsurprisingly, received none. Medication was dispensed without advising me of the co-payment, leaving me without my chronic medication for TWO DAYS. “Patient first” and “health first”? Right now, neither feels true. This service has gone from bad to completely unacceptable.