Poor service from queries, hospital authorisation and the oncology programme

On the 18 of Jan, I requested authorisation for gene testing as I was diagnosed with ovarian cancer and as part of treatment my doctor requested that I go for gene testing which is important for all patients diagnosed with ovarian cancer at a young age. I have sent the email to queries, hospital authorisations and the oncology programme and to date I have not received a response. I have just been receiving emails saying my query has been forwarded to different divisions but none has a had a response yet. My query was even closed without an outcome which I even responded negatively to the survey but I still did not get a response. This has happened to me previously when I was initially diagnosed with cancer and cos of the anxiety then I paid for some of my own tests and consults as novody in the call centre knew how to assist my case. This is very frustrating for somebody who is going for ops and having chemo to deal with this. Can medical aids not be more sensitive to their clients needs?