Hospital authorization met by bad service

I'm very much disappointed with the level of service the Bonitas and thier employees have given me.

I requested for a hospital authorisation on Thursday last week the 22/03/2018 for a procedure that will be tomorrow 27/03/2018 at 7h30am. I was sent from pillar to post and no one was coming back to me telling me if it is approved or declined. I was request to send a photo of my scar which was sent at 12h00pm as per the email. I was told it was escalated to medical assessors. I am sure everyone dealing with this request knew that the procedure is at 7h30am the 27th of March and I was promised that I would have my response before the end of business. After doing several follow ups I still had not have my response and when I called again at just before 5pm I spoke to an agent by the name of Katlego who was supposedly escalating the matter to the supervisor, who was supposedly getting in touch with the medical assessors responsible for my request. At the exactly 17H00pm the agent that I was dealing with cut the call on me and when I called back I was met by an answering machine. I still have not received any feedback for a procedure that is at 7h30 tomorrow.

It is rather disappointing to receive such appalling service and very disgusting for a lack of a better word.

Not only was I the only one doing the following up my husband too was met with poor service and was also sent from pillar to post. At 17h11 he received an email stating that the medical assessors didn't not receive the picture which was sent by me to ********** and a gentleman that also assisted me by the name of ********** also request that I send it to him which he forwarded to ********** but conveniently the email was not received. Maybe this was done intentionally to inconvenience me so that by the time I need to do the procedure they can safely say that they did not approve the procedure. Is this how you deal with your loyal clients?? You show total disregard and no sense of urgency. This is by far the worst treatment and service a client should receive. You took me and my husband for a ride.