Issues with hospital authorisation -Bonitas poor custoner service

Last week I wrote a complain regarding the issues with my son's hospital authorisation, and Bonitas responded by saying they would attend to the matter. However, I have not received any follow-up from them—no phone call, no SMS, and no email. It feels as though they are intentionally ignoring me. I am at home with someone who needs to be admitted to the hospital as soon as we receive the authorisation. I even have four different query numbers as proof that I have been trying to get help, but to this day I have not been assisted.