Terrible Service!!!

After my Hellopeter complaint, Gems reached out to us and advised they are looking into the complaint. After waiting from April to get approval on 2 pills for my mothers heart failure on her chronic benefits. We now after waiting for many months received a reply that the request has been declined, is this because of my Hellopeter complaint? Please can someone explain to me how this is possible. A qualified Specialist writes a motivation for his patient and advise that this is the best medication for her heart failure, now her Medical Aid declines the request - No reason provided.

My mother does not have the funds to pay for the medication so what can we do? Can this medical aid not provide an alternative solution on what they will approve on chronic? Should my mother just suffer because they say no to the request? Why do we pay an arm and a leg for medical aid if they can't assist with the medication when needed?

I feel this is very bad from a Scheme that is supposed to assist us as the public.