Waiting years for prescription to be mailed

So my daughter and I went for our eye test on the 19th of January at Brackenfell Hyper. We were advised that our prescription will be emailed the next day a week later when I called I was told they’ll email once medical aid has paid, my medical aid paid on the 27th of January I called on the 27th and I was told they want funds to appear in their account. Today it’s now the 3rd of February and I’m still waiting for our prescriptions. What bad service is this? How long does it take for funds to appear? Worse part is if I knew it was going to take years to get our scripts I would have paid in cash and get them there and there but it seem now i constantly have to call yet my medical aid paid 100%. Can people do their jobs.