Specialist auth on basic plan

Have been looking for an auth for almost 2 weeks now and it seem like the service consultants are not well taught on how the new process works, would get through to someone ant the would tell me something different to the other and I would email documents only to find out that the are the wrong documents and that would be after I called the medical day to follow up after a couple of days. now had hoped u had submitted the correct form only to be told to provide ICD - 10 codes am not a health care practitioner where am I supposed to get the codes if the referring doctor didn't put them there...am supposed to be seeing a critical care specialist, I am sick and he needed to admit me in to hospital on the 08/03/2017 but that hasn't happened and my health is deteriorating. am not sure when u considered this process you had you clients best interest because this just adds to the STRESS!!!!!