NO SERVICE FROM GEMS

I app**** for medication as part of my Chronic Medication for Osteo Arthritus on 11 February 2019 and a letter of motivation from my doctor was included in the E-mail. 8 days later GEMS reacted and informed me that I will receive an answer in 48 hours. Nothing happened. On 3 March I complained about it. On 4 March I phoned GEMS and I was assured that I will receive an E-mail before the end of the day. Ref numbers: MMP64801 and 040319QB7T9Z. It never happened. On 7 March I received a SMS to say that I wil receive an answer in 48 hours. I also did n't realise. I am fed up with their service and it is a month later since my first correspond action. I need the medication urgent and I am forced to buy it over the counter. It is unacceptable. My Medical Aid Number is: ********** 23.