GEMS no longer sparkles

Pathetic as usual. Was supposed to receive my moms chronic medication. Called them today to inquire when the medication will be delivered, because we have run out of medication, only to hear that they are out of stock and I need to get a new prescription from my doctor AND will need to buy the medication from my pocket. WHAT THE HELL GEMS??? Why do I pay premiums every month, including that for chronic medication, and I don't receive any? Please see that this matter is resolved as soon as possible. The medication is Estropause. Medical aid no ***. Reference number for call ***.