Poor service from Discovery's MedXpress

I am writing to complain about poor service from Discovery Health's MedXpress section. Over the last weekend I noticed that I had not received an SMS from MedExpress to confirm the re-ordering of my chronic medication. I called and spoke to Aphiwe from your Chronic section as there is no direct access to MedXpress and she advised as follows: Medexpress generated an order on the 15th of February which was then cancelled as there was a co-payment. She then tells me that I must go into a pharmacy to collect my medication as the service is going to be discontinued soon. This is very shocking and poor service and my questions to Discovery as follows: 1. Last month they delivered medication to me after a stop order had been put in place on my cheque account to cover the shortfall or copayment, why was the same process not followed with the February order when there is a standing stop order on my bank account? 2. Now they tell me to go to a pharmacy to collect my medication and I must take a new original script whilst the current one is already loaded on their system, does that make any sense? 3. They have a new system in place of collecting from the pharmacy and when were we going to be told about this?

I am not going to the pharmacy and expect Discovery to do their job of delivering my medication.

My reference number from Aphiwe was ***.

At 11;15 i received a call from Vusi who says he is a Team Leader at MedXpress and he was ill prepared for my call and was not helpful at all. He tells me because my medical aid is ending at the end of the month, he cannot process my order. My medical aid is still valid until the 29th of February but Vusi or Discovery have decided to suspend the services i have paid for before the termination date? What about the order which they cancelled on the 15th of February way before my membership was cancelled? He refused to put me through to someone senior who can assist or even give the email of his manager and told me that the Manager Kushangha Chetty will call me back and the reference number is ***. As i write this complaint 3 hours later there is no contact from Discovery. I have also sent them the same complaint via X (Twitter) and there is no answer from there either?