No response in 2 and a half weeks

My great Aunt is on chronic medication and the medical aid won't pay. They have tried and their pharmacist to get an answer as to why and what do they need for the chronic medication to be paid, with no luck. I have phoned and got a reference for my call and have emailed numerous times to many email addresses and they have sent me an email acknowledging receipt but no response from anyone . I just want a response as to why..................... Shocking!!! Shocking!!!