Terrible service 90 year patient ignored

My gran is a 90 year old GEMS women, who cannot swallow and therefore she has a tube inserted ,she has to be fed through this JPEG Feeding Tube, for 2 months I have been waiting on a reply for GEMS to replace the existing feeding tube due to my gran growing , this affects her medication , her eating abilities but do you think GEMS care, they do not even respond to inquiries, Then i send a complaint to Sandra Bester who responds she will attend to it and then i receive a approval letter and a decline letter in the same response, I then call GEMS a lady answers say it is HIGH call volumes but she can take a message and someone will call me between 4 and 5 I again wait no call ,So i E mail Sandra Bester again ,who simply just ignores E mails, I then call again spoke to an Agent who will escalate the matter as urgent two days later still no reply - He then also ask me for letter of motivation - This was sent to enquiries as well as Sandra Bester and the complaints department , stil NO REPLY a 90 year that is not able to get a simple feed 2 months latter *********** people at GEMS