Pfizer horrific customer service

My wife is on Pfizer's Biological called Enbrel. It costs us R8700 per month out of our own pockets as my Medical Aid option does not pay for it. It comes in injections pens like Diabetic insulin pens. The one pen was faulty and the issue was raised on 4th of August with our Pharmacy in Cape Town. It is today the 1st of September and we have still not received a replacement or a credit for this singular pen which costs R2175 each as there is 4 in a monthly pack. We have been given the most horrific non service run around which is shocking and frightening. If I did this in my job I would be fired. My wife's needs her new dosage tomorrow and I may need to have to go and buy another months treatment for R87000 just because their service is non existent. My wife is also in the Pharma industry and her company is shocked at the way this has been handled and maybe we should consider looking at an alternative when she gets her injection back. I suppose they are making so much money with the Covid vaccines they don't care about customers paying thousands of rands for their products.