Poor service delivery at Pharmacy Direct and Bonitas

Bonitas medical aid you as per your benefit to only deal with Pharmacy Direct, otherwise the co-payment will be enforced if dispensed at another supplier. Following my correspondence with Pharmacy Direct whereby I was informed that my medication was sent on 11 Oct 2019 and I should have received it on 15 Oct. To date, 22 Oct I have still not received my medication. I have not taken my medication for a week now as I am unable to pay the co - payment. I have contacted Pharmacy direct and each time I was informed that it will be urgently delivered. I asked for a Senior to call me and was told a Fund Manager will contact me with regards to my escalation. I have never received such poor service such as this before.