Non-existing client service

On 17 August I submit a request regarding my chronic medication. Since then I was issued the following reference numbers regarding this matter: 26 August 2020 *** 7 Sept. 2020 *** 9 Sept. 2020 *** 9 Sept. 2020 *** I also received two telephone calls regarding this matter. The last call was on 18 Sept 2020. Again I explain to this lady in detail about my problem. The call lasted 29 minutes and all she could do was to inform me that she will ask someone from the chronic medication to contact me. I am still waiting. This is a sick fund and most of the correspondence is about the members health. Is this how the the care for their members. Not somebody, but most of them are not doing their job. Is there anybody that follows up on queries. Does anybody supervise their juniors. There is something wrong with the management of this company.