Gems employees failing dismally to do their job, but not forgetting to debit the premium

I am Sihle Mthimkhulu, writing on behalf of my wife Bongekile Membership number:*** for Gems, who happened to join Gems Medical Scheme early this year. Ever since February I`ve been calling Gems regarding the medication that they are supposed to deliver for my wife and they will tell me about 1 document that they need in order to authorise the medication, and when I make a follow up the following week after waiting for a medication they will tell me about another document that they need and I decided to buy the medication in March and kept on submitting those docs they tell me one by one that they want, called last week they said at the pharmacy they are waiting for authorisation, called on Monday 31st of April they said they authorised for a medication, when I tried to follow up today, they are telling me the file is totally wrong it needs to be re-done. I am talking about chronic medication here, my contact number is ***. Here is the reference of a call I made today:[ MH***}.