No care for members

We requested authorisation for hospital admission for my daughter last week. Bonitas has not provided any assistance. We spent the whole day yesterday calling the authorisation department without getting any help. After eventually driving to two branches we were told it would be sorted the following day. I am back at the branch and still no assistance for close to 2 hours. All we are being told is that bonitas moved from medscheme to momentum, but why is that impacting patients who continue to pay their subscription? Ive had to take time off work to sort this out and its still not sorted meanwhile my daughter is suffering.