Bestmed unprofessional authorization consultant

To whom it may concern.

Today (19/11/2019) I phoned the pre-authorization department to request information regarding an authorization that was supposed to be given by now in my opinion since the procedure has already been done on the 09th of November 2019 for my dependent. The request was sent on Friday the 8th via email by the hospital. In September 2019 the dependent was hospitalized and an authorization was given for the surgery but I had to cancel the surgery and I notified medical aid since I couldn't afford the anesthetist rates. Dependent got sick again and in November I had no choice but to go ahead with the procedure. I find the delay quite unreasonable because the medical aid has all the history especially the cancelled authorization.

I spoke to a lady by the name of Virginia who at first was professional however that didn't last long as I was asking questions and she was giving me conflicting responses like saying she does not have access to the system, she only has access to her personal emails, this was really bizarre to me as I assumed all the information becomes available to her once I give her my medical aid number(she didn't verify my details). I also assumed every communication between a member and the medical aid is logged to the system, she denied this norm. She decided to put me on hold while I was still talking without even telling me of the intended action, after she got back to me I asked about such an unprofessional conduct when interacting with a client and she said I was screaming at her and threaten to drop my call. I asked her again, why would she drop my call and she proceeded to drop my call.

I find this kind of behavior really disgusting and embarrassing as to the unpreparedness to respond to a client you are servicing and the actions did not agree with me.