Not following through with request

My mum is on Discovery medical aid and is a Chronic patient ,last year we called Discovery to change her machine that monitors the diabetes ,they did so with the machine she had which was the caresens .I went to the Pharmacy to collect her meds and they are charging us a fee everytime we collect strips and the lancets which is not fair as the chronic benefit is covered ,when i called Discovery i spoke to Inel in the first week of February ,he confirmed Discovery did not deliver a machine to us and that they no longer cover caresens so they would not deliver such machine and he sent a message to someone to contact us and the rep to come through with the correct machine which was the Flora its being more than a month and nothing has been delivered to us ,no correspondence nothing to date .We went back to collect our Meds from Dischem and they still charging us ,how long does it take to make contact and send through the correct machine ,this is a chronic benefit and your consultant confirmed the same but nothing was done.As usual nothing but bad service.