Poor Service

Candice from Hospital Pre-Authorisations. Absolutely poor service. I am a Broker. My client needed her Pre-Authorisation letter for a Gap claim. Candice tells me she cant find the Auth no. on the system. yet the member went for the Back procedure & is recovering at home🙈. I asked to speak to another agent, maybe they could perhaps find the pre-auth letter, which I desperately needed. she refused to transfer me, saying that I should call back. She was very unhelpful & had a don't-care attitude. I would like to know, what criteria does Bonitas use when employing people like this agent, with no people skills?? Anyway long- story short, I called the customer services centre & they were able to find the Authorisation letter. Yet an agent working for the Pre- Authorisation dept. could not find it?? Please send Candice for further training as she does not know her job.