Pathetic customer service

I sent an e-mail to GEMS requesting a GP change, the GP that I had chosen has taken leave and there is no other doctor in his place. I am on chronic medication and I cannot afford "not" to have a doctor at all for the whole week or weeks, my secondary doctor is in Durban, and it's not like I am a sickly person, I hardly go to the doctor. I have then requested that I change GP's to a centre where there are a couple of doctors working under the same practice number so that I am not in this predicament again. I have not received any feedback from GEMS, this is ridiculous. All I am waiting for is a Yes or a No, what could be so difficult? So unprofessional and totally pathetic that it takes more than a week to respond to such an easy, straight forward e-mail!