MedExpress issue AGAIN!!!!!

Went to collect mother's chronic meds on 2 January - NOT ordered through MedExpress as they suck. and were told she is not eligible for medication until the 15th of January - nearing ion mind we did NOT order meds in December - last collection of meds were 30 November. What happened who ordered her chronic meds and who collected it. We were told we had to pay out of pocket for her meds if she needs it. We do not have the money to do that - and Dischem cannot release the hold ont he meds - tho hold needs to be done through medexpress. We need this resolved today as she has NO chronic meds