Approval for mobility aids - no reply

I have tried for months to get approval for mobility aids after my oncologist submitted a motivation. After a great deal of backwards and forwards, I obtained the requested NAPPI codes and submitted the motivation again, along with support from my GP. I'm getting no response from GEMS, other than automated replies when I send emails. My daughter has also tried to get a reply from GEMS, to no avail. At this point, I'm quite desperate as I'm very frail and running the risk of serious injury.