Option to change plan

I app**** for a higher option plan due to surgery I need done on my knee. I was advised fill in the forms and attach a motivational letter from the Orthopedic Surgeon which I did on the 12/03/2026. I was asked for additional information which I sent through. I have still not had any feedback. I contacted Customer Care yesterday to query what is going on, the lady could not assist with my query she transferred me to hospital authorisation (held on for just over 14 mins) only to be told they can't help. I contacted the Customer Care again later hoping to be put through to someone who could help unfortunately could not be helped. I sent a mail with all my questions yesterday, still no reply. This bad service!! Can I please get feedback on what is going on.