Pharmacy Direct

I requested specific medication to be delivered and not all the medication as per script. After delivery, I was told by a call center agent that I can return the unopened unwanted medication via the courier at the next drop off. All the unwanted unopened medication was given to the courier. To date my account has not been credited with the returned medication. This after numerous e-mails to ensure that the problem is sorted.

Last medication delivered on 6 Oct 2023. Today is the 8 Oct 2023 and my wife has run out of Glucophage for the 2nd month running. New scripts were e-mailed on 13 Oct 2023 and an SMS was received on 20 Oct 2023 acknowledging receipt of scripts.

New item 6 for Hydrochlorothiazide 12.5mg has also not been delivered.

I am only using Pharmacy Direct as it is the designated pharmacy and I am forced to use it. I am continually having problems with this pharmacy and have reported this matter to Bonitas.

I demand that our medication be delivered TODAY!

C.S. Saunders

Bonitas Primary Select

Mem. no. [protected]

File no. C76D6C

Was told by customer service Erin and Ally 2 separate calls that thy refuse to accept my script and thy where not accepting my scripts in the future all because thy were not willing to try n help me when I asked to speak to management thy would hang up on me ths has caused me to have an anxiety attack and now depression problems, scripts are on file and I had paid for both scripts on Fri 13 the 1 that thy wanted me to speak to doc about has not been available for purchase for sometime

And I only have 1 remaining script for so I wanted to change that for my other script which is the same price and thy have script on file easy swap but no thy wanted me to pay $60 consultant fee to use that 1 last script which I didn’t want to do and now they refuse to honour doctors script that was issued just the other week

Details:

Medical aid : Bonitas

Member name - Madeleine Brits

Membership number: [protected]

I am laying this complaint because I am now on day 3 without my medication for my Mental Health, medication is Wellbutrin (generic) and Epitec (generic)!

It is totally unacceptable to expect me to go without my chronic medication due to ignorants!

As you are in the medical field you know that it is not good for me to go without chronic medication and medication for my mental health!

I just received a parcel but it is for my other chronic medication.

I usually email Cassandra and she assist me urgently and arrange delivery or sort out any problems that I am encoutering.

I emailed Cassandra again on friday to enquire because my medication would finish on sunday the 28th of July. On friday a lady with the name of Lyrichia Hendricks replied to my email and ensure me that she will instruct that the above medication be packed with the other ones. I email again yesterday to enquire and no feedback was received. I emailed again earlier this morning and no reply or feedback was received!

This is unacceptable because how much longer must I be without my medication?

My chronic medication was charged to my medical aid on 28/7 and I received a notification that it will be delivered 24/48 hours from that date. 01/08 and still not delivered. I have sent email requests, made phone calls and still no medication. I ran out of medication and because it was already charged to my medical aid, I can now not get another refill from a chemist. I cannot get through to anyone who really cares about service. If this is how we are treated, I would much rather do a co-payment and pick my medication up, than deal with this. This is the worst service. People just don't seem to care that they are dealing with peoples lives.

I did send my new script in and was promised an urgent delivery of my insulin.
It was supposed to be here Monday and today is Wednesday. Every time I phone in, the agents are rude or do not want to help me. This morning, I drop the line in their ears because of rudeness. This is the 3rd day I am without insulin, my blood sugar is sky rocket. So I see this is the way we treat our patients with chronic illness, I have a son that will be without a mother soon if this continues. There was no warning that this was my last script. This is the second time that they do this. So lives don't matter. After this morning when I drop the phone suddenly they call back and want to put me through to the manager. I am not interested in excuses, just result

Good day

I phone in to query when my Chronic medicine be delivered. Lady at reception said it went out on 9th of Feb but came back as the driver got lost.

Today is the 21st still ….. NO MEDICINE!

I’ve ask to speak to a manager and she said hold on while I try and put you through. I hold on for 14min just to hear “there is no manager available, one of the managers will call me”

This call happened 11H28 am.

Its now 13h10 and no call back, another day without meds.

Boncap [protected]

I was supposed to receive my medication more than a week ago. It was delivered on the 20th of January but at an incorrect address. I phoned Pharmacy Direct and they told me Nicolene received the parcel. I dont know anybody by the name of Nicolene. It is about time that you start with the same security system than Dischem. Where they sms a security code to you which you need to share with the courier before they hand the parcel to you.

I NEED MY TABLETS TODAY!

I would like to state my disappointment at Pharmacy Direct, you want us to use this pharmacy, however, on three occasions that I have sent my prescription, they always don’t have the medication prescribed to me and they will not even try and get me an alternative or generic of that medicine instead I will receive an sms notifying me that they don’t have the medication not even a phone call and if I go to other pharmacies the levy is very ridiculous to say the least, they have their senior pharmacist whom he/she can tell them if they don’t have this medication they should give me something else. I’m taking Loriel, however they’re changed it to Ranflocs ® 20 capsules and Zydus- Fluoxetine 20mg without even asking me, why can’t they do the same with other medications?

My issue is that it seems that they don’t care that I need the medication for my health whatever will happen to me because I’m not taking medication is not their problem and I can’t be calling and be put on hold when I call to find out why can’t I be given something and my doctor will not prescribe a medication that he knows they have and assist me with my health, they don’t care whether I die and leave my kids it's not their business hence we’re forced to use this pharmacy and for what because they can’t assist.

Please find the attached prescription.

Kind regards

Ms Caroline M Dipholo

Hi

On Thursday (12/01/23) I called in and I spoke to Karabo with regard to Lereko's doctor's script being captured incorrect. In her system she noted that Clen was the one capturing. Instead of capturing 2.5mg/10ml for retrovil he captured 2.5mg/1ml for the script sent in November 2022.

While we don't have enough medication, we already battling with Lereko's seizure and now we have received only one bottle of retrovil. Despite attempting to communicate with pharmacy direct, no medication delivered nor feedback communicated to me.

So please assist.

Regards

[protected]

My son has to start with haemofillia treatment very very urgently. He is already showing blue marks on his skin and the situation is worsening every day. Pharmacy Direct is struggling now for 3 weeks to claim his treatment from Bonitas.

Bonitas [protected]

Profile 5140B8Kraft

Bonitas ref: 221122QDZ3BV

Product Haemosoluble 300IU

Please help, my child is suffering! He is only 3 years old.

Some time in 2021 I submitted 6 months prescription to pharmacy direct which they delivered medication to my home and they submitted claim to my medical aid, unfortunately Some claims we rejected by medical aid because pharmacy direct did motivate to the medical aid why they delivered so much medication.

I kept call in for them to resolve the matter. Unfortunately, the matter was not resolved. In March this I went personally to their offices and I was helped by lady who sent an email to the person responsible (also advising me to make arrangement will they dealing with the matter, of which I did).

To date, the matter is not resolved and now they are telling me that if I do settlement the account they would not deliver my son and I's medication.

When I call, no one wants to take responsibility and when I send emails no one respond.

Now, my son and I don't have our chronic medication as I hoping they will resolve the matter.

I cannot believe the terrible service I’m getting from pharmacy direct. It’s scary to think that they are responsible for a service that can affect a persons life. They processed my request for my chronic meds on the 23 October 2022 with my medication. Two days later I called them to find out when they would deliver and they said they can’t give me an exact date. It is now the 27 October and I am still waiting for my medication. My medication is now finished I don’t know what to do. Today I called them again and they lied and said the driver came to deliver and couldn’t get hold of me. I never received any missed call. I have also been on a WhatsApp conversation with them since 11am and they are not resolving the issue. This is really frustrating. The service is horrible. I’m quite sure I don’t have to deal with this especially with something that could be life threatening.

I have a script that was e-mailed to Pharmacy Direct on the 22nd of July 2022. In August I only received my script after phoning - hence received my medication late.

On the 12th of September I mailed Maria as my script was late again.

On the 7th of October I did mail to Portia to let her know that I only have a few days medication left and they need to make sure that I do receive my medication in time. It is now the 19th of October and I still have not received my medication. I have complained a few times as this is putting my health at risk as I do not receive my medication on time.

This is the third month PD is supposed to deliver my meds. By day three of my script being sent directly to them and me still waiting for delivery, I ended up collecting.

Same with month two. 72 hours is apparently not enough for them to fulfil a script.

Month three - I realised too late that I ran out of meds (over a weekend) so called them first thing Monday morning to collect. I also requested that one of the meds not be dispensed.

They made me wait 45 min, even though they sent me an invoice the Sunday evening. When I get home, the meds that I asked not to be dispensed, was included (with a almost R300 co-payment.)

Then, today at 16:00, a driver rocks up to deliver the same medication that I collected yesterday.

These guys really give new meaning to incompetent.

Every single month there is a problem with the delivery of my medication. I have to phone every month to find out when will my medication be delivererd. I had the same experience last year and decided to rather pay the 30% co payment but it is a lot of money and decided to give Pharmacy Direct one more try and they didn't disappoint with their bad service. I suffer from bipolar mood disorder and can not go a day without my medication. When I phoned last month an urgent delivery qas made but I was assured that I will receive my medication the 25th of each month. Today is the 26th and when I phoned I was told that it is in processing and I will receive an sms. My script was processed the 14th and went through my medical aid only to find out today there is a problem at the dispensary. My account is paid in advance but still no delivery. Pharmacy Direct can't give a damn about my health. Will they pay the cost if I have to go back to a psychiatric hospital because of their incompetence? I am one of thousands of people that has a problem with Pharmacy Direct as I qork with Bonitas medical aid on a daily basis and sort out this problems over and above my own.

My e-mail address is adre.[protected]@gmail.com