Shocking Service!!

The service I have been receiving from BestMed is shocking!! I sent through documentation for pre-auth nearly a month ago I was advised turn around time on the requests are 5 to 7 working days. After two weeks of no response I sent an email to follow up still no response tried to follow up with online chat which is useless you are in a que forever and by the time an agent responds it's taken so long you already forgot you were still trying to chat to them never the less I was advised to call them, call them they say you must email but they never respond to an email and on their app it reflects that they received my email communication just to add. so is there anyone at BestMed that can actually assist you? While they can't decide what process to follow and what process works the patient is left in pain waiting for them in order to find relief from their pain. What if this was life threatening surgery? by the time BestMed responds I'll be dead!!! Worst customer service I have ever come across not one agent could assist me and resolve my queries and a month later and I have still not been assisted.