Poor service

As a Bonitas med aid member I have to use them as the DSP or else pay a levy. Their service is poor though. Medication isn't sent on time so one has to keep phoning to prompt them. Often I end up having to go to a physical pharmacy as they can't get it to me in time. Some of their staff are either *********** or lie outright. In Dec I recieved notification to say my medication would be dispensed on 24 Dec. I only had medication to last until 27 Dec. Surely they know it's a long weekend and the following weekend is also one. I phoned on 27 Dec to enquire about the medication. I was told they will contact the pharmacy and get back to me. I am still waiting for the person to call back. I called again on 28 Dec and indicated I need the medication by 12 o'clock on 29 Dec. I was promised it would reach me that day or the morning of 29th. I was also told the pharmacy would phone me immediately. I'm still waiting for the call. The morning of the 29th I phoned again and was told the courier had been trying to contact me since the 28th. There was not a single missed call on my phone. I then also gave an alternate number. They then said the courier would call me immediately. I'm still waiting for a call. I then phoned again about an hr later. Only to be told that the medication had not even been dispatched yet!? And they had already claimed from the medical aid!? At least the lady I dealt with was competent and arranged for the claim to be canceled immediately so I could go buy at a physical pharmacy. Over an hour wasted on the phone and no medication even. This isn't the only incident, there have been other. For exanple I was going to be out of the country so I requested that it not be dispensed. They confirmed it wouldn't be. But then while I'm away I recieved notification that it was sent. Luckily someone managed to receive it for me. It frustrates me that I am 'obliged' to use their services.