No delivery - call centre promises useless

I'm a on chronic medication . 3 Weeks ago a claim was approved by Discovery , Friday 10 Apr I received a text that my parcel has been dispatched . Thursday 16 Apr still no parcel . After 2 calls to the call centre and BIG promises to fix it still no feed back or parcel at 5 pm . I will call tomorrow again and if I don't have a time of delivery tomorrow I'll call Discovery and lay a complaint of theft on my medical aid as optipharm is fast with claiming but slow to deliver. As there is NO excuse no one is at my delivery address (as I work from home , our butler lives in and my personal assistant is here 8 am till 5 pm ) . Also the property is scanned via CCTV cameras to confirm they were not here.