UNREASONABLE WITHHOLDING OF MEDICAL SCRIPT

I went for an eye test on 29 October 2018 at Execuspecs at Kolonnade Retail Park and received a quotation which I asked for time to consider as my medical aid was only paying a small fraction of the quotation.

My glasses broke on Friday, 14 December 2018 and I am in urgent need of new glasses. I'm based in Cape Town and when I attended to the Execuspecs at Table Bay I was advised that they could get the prescription from Kolonnade and prepare my glasses for me. However Kolonnade won't release my prescription because apparently they haven't been paid for the eye test.

When I called my medical aid this morning I was advised that when the store put in the claim for the eye test they used the incorrect item code (i.e. they used an item code for an option that I am not on)

I have tried the whole day to sort this out, I have been on the phone with Gems (my medical aid) and both stores. The store in Table Bay is very helpful and willing to assist but the store in Kolonnade is being utterly obstructive by refusing to release my script despite it being their fault that they eye test has not been paid for. I have made every effort to assist them, I even phoned Gems myself to get the correct item code but the store is still refusing to release my prescription. I understand that they have not been paid, but it is due to their own negligence that they have not been paid and I do not understand why I must be prejudiced for their mistakes.

All I need is my prescription to be sent to the store in Table Bay so that they can prepare my glasses.

I would appreciate urgent intervention to secure the release of my prescription.