Medication not delivered

Policy number ***

21/04/23 I called to inquire about the delay of my mother chronic medication. I was promised that the medication will be delivered from the following week Monday latest Wednesday and that never happened. The call was more than 10 minutes on the line. Today I call again 6 minutes later Smangele answered she verifies my details I then hold for delivery for to answers. 10 minutes she returns to inform me that I should continue to hold as they have a high volume of calls I tell her that I am not happy with that because it’s not the first time I am calling about this matter she then raises her voice that she is not working in that department I answered her and tell her that I am also not working in that department too and I am also not working for Gems, I am paying Gems to render a service to me which is clearly failing to do this the whole of last months she decides to argue with I let her know that I appreciate the attitude she is gives me she asks what attitude I tell her that she is giving me a stinking attitude. She decided to not apology and continue to be rude and transfer my call. 15 minutes into the call I ran out of airtime.

I am extremely disappointed at the level of incompetence. You clearly do not value our lives as you do not see the urgency of our delivering the medication in time. 3 weeks already without the medication being delivered what must really happen? Must I continue calling Gems holding the line only to endure the sarcasm and the rudeness of your agent Smangele or being told lies that the medication will be delivered what really must happen? The government must now subside us on other medicals because Gems is taking us for a ride gambling with our parents life with their rude agents.