Still waiting for feedback

On 20.01.2022 I emailed a LOM to compcare regarding funding of adult nappies. On 21.01.2022 i received an email from the medical aid stating that the letter was sent to their chronic division for review. On 28.01.2022 i called them to query the status of the letter. The consultant I spoke to then said no letter was received, I provided the email reference and she managed to trace the letter. Until Today (10.02.2022) i have not received any feedback as promised by the consultant nor an email. We kindly requested funding with her adult nappies for numerous reason. 1) suffers with dementia(forgets to go to the bathroom 2) urinary incontinence 3) on diuretics for water retention after a femur operation in 2021 and mainly because she is a pensioner earning minimum funds. But no response received!!!??