Medical Repeat Script & Inappropriate message on WhatsApp

i was given a whatsapp number do i can forward my script for them to load. They loaded and i got my medication. A month later i went there again and i wqs told my script was never loaded at their branch, It was after i have shown them the whatsapp message for the previous month that they accuse me of having two different profiles on their system. They didn't take responsibility for their actions, not even an apology for accusing me of having two profiles on the system they manage. Shocking! Just yesterday i received a whatsapp message full of question marks and when i enquired what it means. The response was....."hi, it means this". I wonder if the employees there understand anything about customer care.