No feedback on pre-authorisation request

Since my gynae appointment on 2 September 2019, I've been awaiting pre-authorisation for procedures that need to be done. Agents requested additional information and I emailed such on the evening of the 2nd. There was no acknowledgement of receipt until I made a follow up on the 3rd of September. I was assured that the medical advisor was on-site on that very day. Further I was informed that there's a turnaround time of 2 to 3 working days for feedback. I've made several follow ups telephonically with most calla ending with me in tears. Between my bi-polar and the physical pain currently being experienced due to the required gynae procedures, there's been a very lax approach on Bestmed's part. One call centre agent had the audacity to tell me that I'm not the only outstanding case. I'm not sure what kind of uncompassionate staff you employ but I never expected such treatment as someone who's been your client since September 2010. I write very a heavy place. A glance at my previous authorisations have been for the same condition as it keeps reoccurring. If I cannot get the feedback on the pre-authorisation, I risk being removed from the theatre list and remaining in pain. Please don't turn my bi-polar to depression. I already have a lot on my plate.