Unfair practice

Good day I would like to know how discovery justify I co payment and add on onto self payment gap when there is no generic for the specific medication. Just spoke to Zonele and Roxanne both managers at the call centre. And all they try to do is to justify it with excuses instead of resolving the issue and helping my 2 girls that need the meds on a daily basis. This makes me sick to my stomach and I see it as *****. Can someone please help me