Poor Client Service

In March I needed to pick up my chronic meds from the usual DSP and to my dismay was advised that the fund no longer covers the item but there is now a formulary item which resulted in me paying a co payment. When I got home and called the medical aid i was advised this was an error and the new formulary meds will only start in April. I was then told to send through the receipt and I will be paid back directly But 3 queries later and no one can help . My last call was on 21/04, ref no ***. I was told that i will be paid in 2 days but still nothing. And Secondly i was asked to get my Dr to review the formulary and prescribe something else. When my gynae reviewed these meds he was not happy to change From the treatment I Am on as he thinks I am responding better to the oestrogen patches. Then medical aid wants the Dr to write a motivation for this . My understanding is that Netcare medical aid backed by Discovery Health has a panel of medical advisors Why cant one of them discuss this with the prescribing Dr as Drs are really busy caring for pts and dont have time to sit at their desks and fill out paperwork. A simple phone call can resolve the issue and offer better patient care.