Very poor service

Marara pharmacy team dont know how to respond or assist members ive been getting sms with co-payment on medication i don't understand why because ive requested for Generic medication but someone in their department just decide on their own that they will choose generic or not!! I called today i was put on hold for more than 20 minutes to the clinical department no one answered as she was having system issues..then i re-dialled again i spoke to agent he said his transferring me to finance? The finance team said they will get the pharmacists to call me back as some medications was paid but some was not!!!so seems like no one knows how to handle my call!! Or reply to my email.