****** of a medical aid

I need to get answers on the medical aid I am paying contributions for. My mother and nephew are the only members on the medical aid. My mother being the main member and nephew being the dependent. I recently upgraded their option to a better one and obviously setting me back more in terms of my monthly contribution debited, now what I fail to understand is that the dependent on the medical aid who is my nephew, his name is Live Zonke medical aid number: ********** 44 Emerald option is unable to get medication at pharmacies using the funds allocated to him for medicine on the medical aid. He has no pre-existing conditions and illness etc where I would have an idea as to why he can't purchase medicine with his medical aid funds at this moment because I am aware that medical aids give you a time period which one needs to wait for to lapse in order to obtain medicine for certain conditions and be able to see certain specialists for certain conditions. He has no such conditions whatsoever and he still can't get the medication he needs at any given time. This is not best practice or normal practice. I need to get to the bottom of this and then decide if I still want to stay with a medical aid that has potentially **** to me in what they offer , because in all honesty I can't be paying for a medical aid if it cannot do what it should do and what I pay for it to do for my family. Utterly disappointing and upsetting to say the least.