Horrible Customer Service and lack of extra mile Service.

I have been collecting my wife's chronic medicine from Clicks Rustenburg Mall, in November 2023 the Pharmacist asked us why are we paying for medicine that is being covered by the Medical but showing Pending, I then contacted the Medical and they respond led to my email advising me to ask the Pharmacist to call them so that they can Approve. January 2024 we collected Medicine at Hars****er in Northern Cape and we really got excellent service from the Pharmacist there, she adviced us that there are Pending Medicine and the Pharmacist must call, we went to Rustenburg Mall to collect and advised them to call however they refused and even the Manager onsite 13/2/2024 told my wife that they are not going to call our doctor must call, we have provided them with script from the doctor and why was other pharmacist willing to call and help, where is the service here, what is the Managers duty if she is not pushing her staff to give excellent service?