Appalling service month after month

I registered my parents scripts for Chronic medication with Pharmacy Direct as recommended by their Medical Aid Bonitas. As stated by them the medication would be delivered, like clock work, on the beginning of every month. But this hasn't been the case, month after month, I have to deal with endless calls, staff who don't know what they're doing, referring me to one agent after another and all the while my parents have to spend close to a week without their chronic medication.

I will be sending an email to Bonitas stating the shocking service from Pharmacy Direct. I demand that someone in senior management contact me urgently to resolve this, you're playing with peoples lives and its unacceptable.