Bonitas online hospital pre-authorisation a fiasco

January 10th I did an online application for pre-authorisation of my wife's knee surgery. The site is woefully set up, lacking input for procedure codes and in picking up hospital and doctor practice codes. We received an email confirming the application and the site says it will take up to 8 hours to authorise. 5 days later, no response so I checked online and saw DENIED beside the application. I sent an email marked URGENT to the authorisation dept querying this and 24 hrs later no response. We had to phone (living in the sticks, our reception is terrible) to try and sort this out, and 20 minutes later we were told it would still take another 8 hours to authorise. Where is the client service and communication?