Extremely disappointing service

I have been trying to get my mums heart medication from the 13/12/2023. I keep getting wrong information and consults that answer just transfer the call with no answer. Today I called in they can't give me a date when they will deliver when they know that this is urgent. I have asked the last consultant to send me medication that was approved according to this email and she said she can't answer that. The pharmacist is always busy so the call is never answered when transfered. My mum is a pensioner she had to buy her medication cash 2 weeks ago because of this. What does she do now? I called medical aid they emailed me proof that 7 of the 10 chronic medication was paid to pharmacy direct. This company needs to know that they are dealing with peoples lives and health. They do not take us seriously.