No communication and terrible service

I have been trying to get authorisation for a medical procedure since the 10th of June 2022. I have sent 3 emails to the authorisation address and received notification that they were received but no contact thereafter. I have phoned and was put on hold until I ran out of money on my cellphone. I tried WhatsApp and was told twice that they are very busy, I must try later. The third time on 8th of July I finally got a reply that I was first in the queue to speak to a consultant and I must be patient. I am still waiting - on trying again today I am told I must just be patient I am still in the queue! I have emailed Bonitas customer care twice and have each time received an answer that my query has been forwarded to the authorisation dept, but have still not received any answer from them. I am now at my wits end as to how to contact them as they simply do not respond