GEMS meds for frail patient not delivered

Vital chronic medication for a frail patient not delivered. Numerous phone calls later and they will not help because the patient must call herself. She has Alzheimer and has difficulty talking. I am her daughter and has helped her with Gems for the last 5 years. The frail care center also called numerous times and the assistant on line was very rude. We want to know why there is a problem with these medication. There never was before. AND when will it be delivered. The patient is out of medication for two and a half weeks. I hope to get feedback on this matter urgently. email to riz 28 conradi at gmail dot com or phone ***.