No feedback from Boncap

On the 17th September a gentleman contacted me from Bonitas Boncap, Regarding the complaint i laid as to not getting feedback, I explained the situation to him, Stating i wanted to know why my fiances Glaucoma isn't tests isn't covered in full, He said it might be that there is maybe some more results etc needed from the specialist, I asked him to please email them requesting what might be needed and CC me in the mail, Nothing was received from him, On the 3rd of November i emailed Boncap, Asking for feedback, I was contacted on the 4th November, I explained to the gentleman the situation, He said he is trying to get hold of the lady that is working on this case, He said she is busy and will phone me back, i have asked them to please phone me that same day at 16:30 we are now 10 days later and nobody has contacted again. I have emailed again on the 5th as well, And no feedback. Could someone please contact me who can assist me in this matter, and not saying i will give you feedback and then you hear nothing. This case is for my fiance, I do have third party consent. following references: *** ***