TERRIBLE SERVICE from GEMS!!!

Very disappointing service. My brother was diagnosed with Lupus Nephritis and was placed on chronic medication from May. The request was sent through to GEMS for approval and has still not been completed. It is now October and we are still waiting for everything to be finalized, they keep asking for a letter of motivation. The condition is critical and they were made aware of this, but they are taking so much time. we have been buying the medication cash which costs around R5000 and yet we pay every month for GEMS!! very disappointing service! This morning I called them to find out whats going on, after 20 minutes my call was answered by Kabelo who said he was transferring me and hung up. secondly, after a long wait i spoke to Zukiwe who referred me to Stanley who then said they need a chemist to authorize the medication collection. Thereafter Stanley told me he cannot speak to me as I am not a member or a beneficiary and needs to speak to the main member who is my elderly grandmother and when I tried to explain that she is elderly and has asked that communication be with me he refused to speak to me and insisted on speaking to her. Yet I am the one who lives with my brother and is taking care of him. And all this is just a delay in him getting his medication... This is very agitating, in fact, it is thoroughly annoying! I'm Appalled