Still waiting for authorisation

On the 07/01/2016 I call banked requesting an authorisation code to see a specialist, as I am on the basic plan this is a requirement, I have done this before with Bankmed , under care cross and I never had any issues, however since its now keycare with Discovery , this time I required to send a referral form from my GP which I did, I was told it will take 48 hours to get the authorization I waited and only got a reference number, I called Bankmed again to enquirer I was then told I send the incorrect GP referral form , Bankmed than sent me the correct form which I took back to the GP and sent back to Bankmed , again I was told this will take 48 hours , On the 12/01/2016 I received a service email from Mujeeb Bray to rate the service I than enquired about the authorisation and still to date no feedback , I called Bankmed again held on for a very long time was placed on hold and the call was dropped , really we pay for this service I need this authorisation code before the 20/01/2016 , come on Bankmed we get bad service when we call the call centre isn't that enough I just need an authorisation code which I feel I have a right to have as I'm paying for this service, does it re