Inefficient and pathetic service

Good day I am having a bit of an issue with Discovery today. I have spoken to a few people already today and in the end I have given up and I am now here on helopeter to perhaps get the proper result. My daughter gets a script for Lenovate and Persivate cream for the past 7 years .I have had 500g tubs Persivate and Lenovate given to use for her entire body which usually lasts quite long due to her skin condition. Discovery pays for this each and every time with a little bit of assistance from Dischem and Clicks Pharmacists whereby they call in and have the hold lifted in order for the 500g Persivate or Lenovate creamto be claimed. This has been done many times before and approved. The last time a higher amount was requested was in March 2020 for an amount of 120g in an epizone A mixture. Due to the COVID 19 outbreak I thought that it would be better to request this via Med express which has been assisting me with my youngest daughters chronic meds. However today the assistance is not that good OR no one is understanding what I am explaining. I have once again gone on their site to get the necessary information which states they indeed pay for the cream.I have also countless times explained the same thing over and over that the HOLD THAT IS ON THE PROFILE IN ORDER FOR THE QUANTATIES NOT TO BE EXCEEDED IS LIFTED BY THE CLAIMS DEPARTMENT WHEN THE PHARMACISTS DOES THE CLAIM, but my explanations were futile as it seems they think I am sucking this from a rock! Many times I have stood at the Pharmacy WHILST they call in to Discovery to get the claim approved. I need urgent assistance as my daughter requires the medicine I really do not understand as the system says the medication is allowed bt they cant assist me telephonically.It gets overridden by a certain department each and everytime we get a script for either lenovate or persivate bt yet i am getting nowhere .They cant explain to me how that or those claims were done bt instead focusing ONLYON we are unable to assist.Really ****ed Ihave been transfered to so many ppl the last person being Nthabiseng who figured out what dept needs to do the override as Pharmacists and Medical field calls into this specific line for assistance and yet here i flippen am. My kids skin is getting worse by the day

SA Meyer *** Dep TJ Julius ***