Complaint regarding change of chronic collection date

I have phoned Gems regarding changing my husband’s chronic script from mid month to end of the month. I spend about two hours on the phone going from one to the other without a result at the end. On 24 April an email was send after I spoke to a consultant who assured me it can be done. On 26 April I followed up when I was told to send the script again as they do not have it. This was very strange as I have collected the same script three times and should be on their system. Each occasion I received an automatic reply indicating that the email was received and a reply will be send within 72 hours. To date no reply. On the phone nobody seems te assist. According to Gema information a complaint can only be send to enquiries. One can also not speak to a manager to resolve the issue. Gems claims to be the best medical aid but with this type of service it is disputable. The issue is still unresolved.