Bad service Pharmacy direct

I recently joined Bonitas and was forced to use Pharmacy direct for chronic meds. I have only received a good service from them upon registration. Therafter they just do their own things. They take off meds from acute when it does not go through on chronic without even calling me. I have just tried to talk to them on the pathetic whatsap line but they are exoeriencing high volumes and there is no response. I just received comms from Bonitas that they have claimed already but without even consulting with me!