Is this how a "medical Aid" actually works?

I am often amazed at interactions with this company, and I wonder if they are even on the same planet as the rest of us.

Earlier in the year I requested to pick up medications early as I was going to be in New York for 37 days, and your company arranged for me to collect early, which I did, my normal monthly prescriptions for April, which I collected earlier in March. When I came back and went to Clicks to get my medication, I was told by the pharmacy that there was a levy on one of my medications, as I had exceeded my usage. Well, as I only take the product from Clicks on a monthly basis, I questioned this and that was what I was told. So in view of this I asked Discovery to provide me with the data related to my so called exceeding my allocation of this product, which is a critical medicine? Someone has got it wrong. So they responded and their response just indicates to me that they don't actually read what one is questioning. The response indicated that I had been approved to get an extended amount of medication, however, I did not, I merely got my one month medication early. And strangely enough, the "restriction" was on one of the 4 medications which I have to take, so obviously in Discovery's case the left hand doesn't know what the right hand is doing, or even if the right hand exists! I think that this is a perfect example of Discovery, a so-called "medical aid" failing to provide actual medical aid! And I am sure that I am not alone in this regard.