Request not submitted to Medical Advisor

I have been a member of the medical aid for the past 10 and a half years, I am sitting with a problem, which I cannot wait to upgrade to a higher plan and wait for the following year as I have been in excruciating pain for the past 7 weeks, Nomsundo that works at the call center had an attitude towards me from the start, her supervisor Thandi, tried to assist but this Carmen Du Toit which I feel just sat with my request for 48 hours did nothing, my case was not referred to correct people. I am very unhappy with the way I was treated, even when I requested the Ex Gratia forms I was transferred from pillar to post, eventually I was transferred to someone who basically also wasted my time.