Still waiting more then a month for authorisation

I received a call yesterday while I was on my way home. The lady requested a clinical motivation letter from the GP. I told her that I have submitted the motivation from the provider as the requesting email I received. This morning I spoke to another member and colleague of mine who has recently received her orthotics. I ask her whether she had to submit any motivation letters and informed me she submitted the account that she paid and was refunded. Why is it that there are different rules for different members.<br> This is not a nice to have as my son has been wearing orthotics since 2011. He wears it every day with all his shoes and during practising his sports. His current pair is worn out and he needs a replacement pair. If he goes without it he is in pain and has to go for treatment to physiothe****** for dry needle treatment. Since he has been using this, he is no longer suffering from pain in feet.<br> I don't know why I have struggle with this medical aid for benefits that I needs to use<br> The quote and clinical motivation was sent, however the Portia that I spoke to wants another motivation from the gp, which were not stated in the in the email.(ref ***)