Very bad Service - Approved Authorisation which is now pending

I am very frastrated with Bankmed. I called Bankmed for Authorisation and send the report required last week for my 10 years old Son. The next day the authorisation was approved for the 30th Jan 2025. I then called to change the date of the procedure to the 24th Jan 2025 as the doctor's request and bankmed sent me an approval letter. Days later i got an email that Authorisation is now pending decision because they report ( which is the same as the one i original sent and the motivation letter. I asked them why was the Authorisation approved and I also said the report required was sent already. The lady could not answer my questions and kept on telling me they need this documentation. Even when I said i want to log a complain the lady was not helpful. I am so fruatrated , We have sent all documentation and I still dont know whats happening on Whether Authorisation is still approved. I have all the prevous letter showing what was approved and what they will pay for. I need to know whats happening so that I can provide feedback to the doctor. With this exprience it shows that people working there are ***********, they make decision and change them as they want. they are playing with people's lives. I'm disapointed and frastrated