Pharmacy direct do not care about their customers!

I order my mum's medication every month from them. Her chronic claims are paid from her medical aid in full. But for the last 2 months you keep stating an amount of fifty rand is due. I called them multiple times and get promised a callback but nothing.This is delaying in delivery of my mum's chronic medication as well. Seems like nobody wants to do their job there. Do you guys not care about your customers at all?