Unpaid Claims

I have never experienced an issue with Bonitas in the past, I NOW however am sitting with multiple reference numbers from emails, calls, watsapps.. my son has an Ileostomy and for the past 2 years Bonitas has paid for his Coloplast products. For the past 3 months they have not paid with no explanation why... every agent i speak to is confused. I am not getting no joy or any answers.. my son is running out of product. What do I do???????????? I am now being told I will only ger feedback in 21 days yet FROM JULY I have been making enquiries. I need answers Bonitas and my son needs his products. Please tell me.. when we need to make a pooh we go to the toilet. My child is unable to.. what do I do??????