Pharmacy Direct - uncaring organisation

I have been trying to get Pharmacy Direct to deliver the balance of the medication for my Aunt that was not included in a delivery on 9th January. I have been given stories about the account being in arrears and that it wasn't on the Scrip, all of which is nonsense, which I have had to prove it to them. Still nothing.......... Promises of people or managers going to contact me come to nothing. My Aunt is beside herself as some of the medication is for Dementia and extreme pain.. It is now 10 days since this was brought to their attention. What do I have to do to get some thing done about this.......................