Again and Again a mess as usual

Please explain why every month I need to call you and query why you keep adding co payments on my wife's chronic meds and can never find the script I sent you countless times already...Then I need to sit on the phone for over half an hour each time to sort this mess out.. at my expense of course.How many times must I complain about the same poor service..Really,with those millions of rands in profit you make every year, and fat bonuses you pay to management surely you can take a small portion and do some training on your staff to offer a better service..honestly,pathetic.