Chronic medicine application

My pharmacy send my application to GEMS on 14/06/2021. I received sms on the 17/06/2021 to inform me that my request has been received and I need to give them 5 working days to review my request. Today (23/06/2021) I phoned them to just to find out my applications as not even been loaded. In the meantime I have to pay out my pocket for my chronic medicine. Luckily I can get my pills for 5 days at time. But I still have to pay for it. What would have happened if I did not phone today? My application would have not been processed and I would have waited another 5 days. Bad customer service