PATIENT HAS RUN OUT OF MEDICATION AND STILL

I have a patient who has not received their medication refill for a prescription that was sent in February. The script has not expired and the patient has 5/6 refills available. I have contacted the Pharmacy/Courier numerous times on behalf of the member as she can not communicate fluently in English. But I have not received any assistance, instead, I was put on hold for almost an hour.