UNHAPPY SERVICE

I'm very disgruntled with gems and I don't know who to complain to. My husband is the main member and honestly speaking it has become a nightmare when phoning gems they have a lot of unnecessary options that you have to choose from before you can get to the relevant person that you want to speak to. My husband pays alot on this medical aid per month and we don't get the services that we deserve. Both me and my husband are chronic patients and inspite of paying so much I still have to pay a certain levy per month for 6 months until my next prescription. My medication was delivered short on the 29/03/2018. I however didn't phone them to find out why was the medication delivered short it's because I thought they will deliver with my husband's meds but that didn't happen. When I wanted to phone it was too late because of all those holidays. However I paid an outstanding amount and phoned them on the 05/04/2018 to confirm payment and to find out about the outstanding meds a certain gentleman by the name Norman promised that he will ask the courier guys to deliver urgently and it's been a week and a half I'm still waiting and I'm about to run out of my medication. There's 2 meds that I don't even take because they failed to deliver. I phoned again today 12/04/2018 with no luck. The other annoying thing with gems is that they don't inform their members about any changes. About 6/7 years ago I did a bone density test I had no problem they paid. To my amazement I was booked by my doctor to do a test again of which I did but I confirmed it with gems first before I went in that morning and some lady said they can pay from my day to day which I hardly use because I don't actually get sick. They even asked me to get a motivational letter from my doctor which we did submit and they still refused to pay. I have to pay in an amount of R2035.78 to Lancet of which I am very furious because to me this is ****************. Please assist me in this matter because I am tired in fighting this medical aid. I thank you in advance.