Unprofessional and rude employees who are the first point of contact

On the 18 of September, I needed to get authorization for my scope which takes place on the 22/09/2017.A hospital authorization letter is needed. My first point of contact was an *********** lady who was trying to derail the process by asking me unnecessary questions and also exhibited a rude under-tone. she then told me that I would have to call them again on friday to follow up on the authorization, I then asked her to explain why I was the one who needed to follow up on the authorization as it would defeat the who reason why I called in the first place. I then asked to speak to the person responsible for the final sign off pertaining to the process and she told me that I couldn't because that person was "busy". I found her rude and unprofessional. big medical aid schemes are so stuck up