Call center staff cancelling chronic medication claims

I ordered my chronic medication for delivery. On Thursday it was meant to be delivered and eventually, I received a message at 16:07 saying that one of most important chronic meds was out of stock and not substitutable (this turned out to be untrue later). The message ended with the phone number *** and the contact J. Prinsloo. Of course, this number has been unreachable with no one answering the phone. I had 2 days worth of medication left and was in a panic because I would need to contact my doctor for a script for something else but I would be going into withdrawal over the weekend because you don't just stop S5 chronic medication. Friday morning was spent trying to contact J. Prinsloo and no one answered the phone as per the day before. Eventually, I was able to speak to Table Bay Mall and although they didn't have stock the pharmacist there said that they had generics and there would be no problem at all. She also said that someone (I assume the person mentioned) just cancelled my entire prescription order. They said it could be the call centre. I live in Cape Town and this was a JHB number. How does this person have the power to just delete an order because a pharmacy doesn't have stock of specific medication and that it can't be replaced? There is no pharmacist or doctor who would do this. You can't give this sort of vital responsibility to some random person who has to read from a screen and then is uncontactable. If it was not for the amazing pharmacists in Table Bay Mall I would have been in serious pain this weekend and, worst-case scenario possibly ended up in a hospital for withdrawal. I can not stress enough how terrifying and stressful this situation was. How can you let this happen? Because this is a strong "we don't care" move.