BAD Cutomer Service_ 3 Hours and more of waiting for Pre-authorisation

If there was a zero option, I would've rated Affinity Health Zero. I am so disappointed. Its almost 12 pm now, been trying to call for pre-authorisation since this morning at 8h30am. Even now i still don't have it. This pre-authorisation to go see a GP is a nightmare. So my sick mother has to wait before she can go see a doctor because we are waiting for them to answer their phone and provide authorisation. I understand if its a hospital...but to go see a GP? I mean 3 hours later, still no assistance..They put you on hold and they never get back to you. They tell you they will get someone to call you back. I mean 3 hours and still waiting. I'm not happy with affinity health. You are only good when you take money from me every month, but when it comes to customer service, you are really BAD NEWS!!!