NovartisSA Very poor serice and communication

My wife has MS for the past 30 years We were recommended by our Neurologist to change the medicine currently to new medicine which is provided by Novartis The representative has seen the doctor BUT she refuse to communicate with the patient nor her boss, the country head of representatives in South Africa and even MD of Novartis SA is missing in action even the lady on the switchboard said they have recieve the email to contact us In the supply chain of the medicine is Pharmacall or Dischem which just add to the cost of medicine but we dont see what the value they add We consider to ask the doctor to find other medicine which is not provided by Novartis