ABSOLUTELY TERRIBLE SERVIVE

Im very very disappointed in regards to the way I was treated yesterday by four of the cmm call centre agents. I had walked and gone to my doctor yesterday for my monthly chronic visitation to update my chronic medication which was dulera to foxair. After doing so I called the call center and was told by the first call centre agents I would incur a 40% co-payments on this medication. She then suggested that I visit my network pharmacys to check up on pricing. Due to this factor i had cancelled my pharmacy direct delivery of medications because I was told by the consultant that there is a 40% co-payment on the foxair medication and I should check with my other network pharmacys on pricing.Due to the covid I am unemployed and walked to the mall upon arrival my network pharmacys all told be that there is a 40% co-payment on the foxair medication that I needed. I then called the cmm department again where I was told to log onto the medscheme website download a pdf list of medications which would not incur any co-payments after walking from the mall and going back to the doctor to change my prescription I looked at the pdf file and realised that medication the doctor provided was also on this list. Now already being by the doctor and using this list again the docotor provided me with a second prescription based on the agents judgment. He provided me with this second prescription just to find out that there was a 40% co-payment on that as well. When I called the cmm department again and explained my frustration they automatically transferred me to the fedhealth call center whereby the guy I spoke to clearly has no idea has to what's going on. The fedhealth agent couldn't resolve the issue seeing as it was the cmm departments duty to resolve it he just basically spoke to for fifteen minutes to confirm my profile. I then called the cmm department back again and spoke to a senior agent because the floor supervisor and managers where no where to be found seeing as they where very busy. After explaining my situtaion RETHEBILE realised that the agents that I called in from 11am till 3pm where all misunderstood and didn't have the decency to rectify this problem in a proper manner because they had no idea how to. Not only did I now waist the doctors and receptionist time but my whole day as well walking around with an asthmatic chronic condition during the covid peak. RETHEBILE then looked at my profile properly and notified me that Im on a low option formulary list which is a basic formulary list on the fedhealth website. And i was assured by her that on this list there are no co-payments on any medication. I then told her because of they mistakes and making me do the running around she should provide a solution to the problem get in contact with the doctors rooms and infact explain this situation seeing as the doctor was so busy that a third prescription could not even be issued. This is absolutely ********* why are the call centre agents making us the clients download files that don't correspond with our profiles whereby wrong medication is now issued not only did yesterday affect me physically but financially as well I had to put over R100 worth of airtime just to sort this matter out are you guys weather it be fedhealth or the cmm department going to reimburse me for this. I would certainly like to get feedback from this seeing as I'm absolutely frustrated in regards to the poor customer service and of individual's who cannot help seeing as they do not know what's going on. How can they be working in a medical profession and not understand a clients needs this absolutely disgraceful. And in regards to fedhealth why arent we as valued clients not sent the change of formulary list based on our options so when we visit the doctors rooms they could provide the proper medication at the network rate. I would certainly like a call to resolve this issue before I take further steps.