No joy at Pharmacy Direct, again.

I am experiencing problems with Pharmacy Direct for the second time now. One of the items on my script was excluded from the package delivered to me. I informed them of the oversight and was told I was sent an SMS that there will be a charge, and they can't simply send the item without confirming that I will pay. The number they have on the system has not been in use for years now, and we have changed our contact details with them before. They certainly have managed to get hold of us after the number was discontinued.

I have a few problems with the way they handled this: 1. I send in the script via email. If they didn't get a response from me when they sent an SMS, why didn't they simply respond to the email I sent? I access my emails at least once a day. 2. My account has been in credit for over a year - why didn't they simply use the credit? 3. I had to pay for the item in the past, and there has never been a problem, why not simply look at history and repeat what was done before?

It has taken 2 days for them to respond to my first email informing them of the shortage. It has now been 2 days since I sent my reply per email. I am also trying to use their WhatsApp number, but I'm not getting any response. It is of no use to call the Call Centre, as you simply hold on forever. I even went into the portal to see if I can track any response there, but nothing shows on the system. Currently I am without the medication that I desperately need.

When you're dealing with chronic medication, you simply can't take DAYS to reply.