Delivery of Chronic Medication

I have been trying to get my mum's chronic medication delivered to her house, with no success. I have completed the documentation on the 7th of December and I received no feedback since then. I the contacted Shaz Esmail who assisted me in getting my mums medical aid. She said she sent an e-mail to Health info and that's it! I don't understand how this works, as I also had difficulty when I was trying to get my mum on discovery medical aid. Can someone please help me, my mum needs her meds!