Pathetic service from GEMS

I have been trying to get hold of someone who can give me service from GEMS. I submitted my father's chronic meds doctor's note for him to be registered for it on the 19th of July 2022 already and to I have received no feedback or communication from anyone at GEMS. I phone every week and in this case, I've phoned Tuesday, Wednesday and Thursday this week and was unable to speak to anyone who can give me an answer. In the meantime, my father is unable to get his chronic medication!!! He has come over from another medical aid and joined GEMS 01/07/2022. He stated his chronic condition in the application form and now it's nearly a month later after sending through what GEMS requires for him to get his meds but GEMS is not giving us the service we pay for and require. By law, irrespective of the waiting period, they should authorize his chronic meds because he noted it from the offset!!! Why are we not getting any service from GEMS. I find myself fighting for everything that I require from GEMS and yet they don't fight with me for my money every month!! They're welcome to check how many times I've phoned them to follow up!!