Chronic medication held back

Received absolutely bad service from you this morning for the first time during our 4 year long relationship. I initiated a chat to find out when I'd be receiving delivery of my CHRONIC medication and to my surprise I was slapped with not only bad service but notification that my medication will not be dispensed due to an outstanding balance. The balance has never affected me receiving my CHRONIC medication. Consultant advised that it has become a rule since March this year, again of which I had medication dispensed during this period. I had an interaction earlier last week after receiving a medical aid claim for my medication and at no point was I advised that my medication will be held back. Hoping to get your attention on this matter urgently