All the chemist is doing is spouting what they've been told by the formula company sales reps when they've gotten the formula into stock. I wouldn't be putting too much faith into what they are saying if it clearly isn't working for you and they cannot come up with alternatives. They are not babycare experts anyway, they are all rounders.

FWIW I've moved a couple of times and I have never had my details transferred between MCHNs, I start from scratch.

If you have no luck with the Novalac I'd go back to Step 1 immediately. Good luck.