Utter Disappointment

My specialist wrote me a script for a medication in June, Bonitas required a motivation. My specialist submitted this motivation on 27 June. I have tried to contact Bonitas for follow-ups ever since then to try and find out an update on the approval - with no luck. It’s been 2 months that I have not taken the medication because I don’t know where I stand with my medical aid. What is the point of paying for a customer-related service that completely lacks customer service?