Unreasonable reason given for declined authorization

I need to go for a procedure on the 31/07/2019. I phoned yesterday to get authorization i was told it was declined due to my start date. When i joined this medical aid the medical was offered through my company that i joined September 2018 and they gave us a list of medical aids we where told that there will be no waiting period for anything. Show me the communication when i joined. If that was the case me as a single mother would have stayed on the current medical aid that i was rather to move over and pay over a R2000 more a month to try and offer the best care for my son in case something has to happen if you don't have the cash to pay for a procedure. Clearly NOT. On the their brochure everything is sweet as candy coated so nicely with all the benefits they offer but when it comes to the point they decline you when you are paying for one of the top plans that i clearly think is B#LL $$$$. I want to see the communication that was communicated to me for a any waiting on any benefit for this plan if not i was to be assisted. I am currently sitting with a medical situation that cant be left alone that's the reason i went to the specialist in the first place. I am not paying for medical for nothing. Your call center staff is so unprofessional eating while talking to me putting you on hold without telling you they are going to put you on hold on the line for for over 12 minutes just be be told sorry its declined due to your start date. I want this resolved please today.