A happy customer turned unhappy

I have always been a very happy Medihelp customer - but the last few weeks I have been thoroughly disappointed. Usually all chronic medicine could be bought via Clicks or Dishem - and it never was late. But since a few months ago Medihelp has changed its policy that all Network (MedVital Elect) customers have to order their chronic medicine via Medipost - or pay a 60% co-payment. I sent my prescription to Medipost on the 17th of September. I received no futher communication. A while later somebody from Medipost called me with my customer number explaining how things work. I specifically stressed to them that we need the medication by the 4th of October, and the consultant assured me that I would have it in time. No emails or any other communication was received. Two weeks ago somebody from Medipost called me that I had a co-payment on some other medication and they would send an sms (not email not statement...sms ... like 20 years ago!). I did NOT receive any sms. I called again on the 5th of October (already after the medicine was due), I then received an sms - which I paid immediately and sent the proof of payment. It is now the 10th and my daughter has been without her medication for more than a week! The medication is also not sent to our address, I have to pick it up at some unknown doctor's rooms in town. This is unacceptable! This medicine is prescribed by a psychiatrist and se can't go without it!