Complaint re service from Gems

Hi, My name is Derrick Claassen, and I am a benificiary on my spouse's medical aid, which is the Gems Emerald option. Membersip number is ***. On 16 January 2020 my GP wrote a prescription changing my cholesterol chronic medication, ie Simvastatin 40mg to Aspavor 40mg. This script was handed in at our local Clicks Pharmacy in Port Alfred who submitted it to Gems. After 3 days we had no response from Gems confirming approval, and on following up with them, were told that they have not received the prescription. Reference number 210120QPMHN. We then gave them all the details of the script, including the latest results of the pathology report regarding the Cholesterol test. We were promised a response on the outcome within 24 to 48 hours. On 23 January 2020, we followed up again after receiving no response, and were given exactly the same answer, but within 24 hours this time. ***. Needless to say...no response once again. We called them this morning, 27 January 2020, and were told once again, that the application has been escalated as we speak. Reference number 270120QGS77Z. This is absolutely ridiculous, as I now have no more Simvastatin tablets left. Question is: I am an high risk cholesterol patient, and if something serious had to happen to me, or even fatal...would Gems accept responsibility for their incompetence, and "don't care" attitude? Peter, please will you assist in having this matter resolved, so I can get my medication.