Lack of responsiveness and accountability

After been given the runaround for months regarding the requirements to apply for a medical device, my husband was finally able to submit his application for the medical advice, adhering to every single requirement specified. What followed was a rejection letter with a new requirement, that came out of nowhere and was never specified during the numerous interactions he had with staff. My husband has been trying to follow up on this rejection letter for the past month. Dealing with GEMS has been a frustrating, exhausting and time-consuming experience. My husband has been spoken to 4 different agents during this time - each one assuring him that they would get back to him, and him believing them, but they never do. Every time he has to speak to a new person, and explain the same story over and over again, just to get brushed aside and even being told to refer to the website for answers. Responsiveness and accountability are seriously lacking in this organisation.