Dispicable service

I have lodged a query via email and their Facebook page on behalf of my grandfather who does not have access to this. I have not received a response yet and it is quite frustrating as he is forming out cash himself for something that should have been put as chronic. Nobody is responding to me at all. It's like discovery has gone off the face of the earth. I need a response immediately failing which I will be forced to seek advice from medical aid council.