Medical malpractice to be reported.

I don't see why we have to keep reporting this company for lack of service delivery on social media yet on their website they claim to have won some sort of award. I am needing to go for an operation and I have sent a written request on details as I am not always able to spend the 1000 hours on the phone to the helpline and the information provided when I signed up is not clear on the procedures. I have not received a response but they have the audacity to send my husband a questionnaire asking how the response was??? Before you ask even he went through his mail box and we could not find a reply with the required details that I requested. I have sent follow up emails and still nothing. Basically Bonita's your lack of service delivery is now the cause of me not being able to get the medical attention I require and I will be taking this matter further if this is not sorted. Really this is disgusting that from the time I have signed up with you I have had to continuously go through these measures to try and get questions answered or things corrected.