Empty promise from call center agent

As a member of BONITAS I use Pharmacy Direct for delivery of my chronic medication. On the 19/12/2017 I received an SMS notification that my medication "has been sent today ... by courier service. Tracking Number: JHB" On the 22 Dec, I used the last dosage of my month's supply and immediately called Pharmacy Direct to report that I had not received my supplies. The call centre agent assured me that courier was already in my area making scheduled deliveries, but in addition, he would give him a call to make sure that he delivers my chronic medication by end of business day. Lo and behold, No Delivery Was made As Promised . I made a follow up the following day which happened to be a Saturday and the call centre was closed. I rushed to a nearby pharmacy to get emergency supplies to cover me for the Xmas period at an extra cost. Today the 27 Dec the medication is still not delivered and the call centre is "experiencing high call volumes" I am shattered