helping with query

I sent a script to Bonitas for approval of my chronic meds. I was not getting much joy with Bonitas call centre with my queries. I was sent an email from Jacolien asking me about my problem and I emailed her my story and she sorted it out for me in a jiffy. She has helped me sort problems on two occasions.I believe my problems should have been sorted out by Bonitas and not jacolien.