Unsetisfactory service

Hi Tried to make pre authorization for my sick son and did not get any help. called ***i was told no information. I opened a policy two months ago and have two installments already deducted in my bank account. I made my older daughter the p[olicy holder, her id No:***, her name is Ntokozo Reabetswe Ndlovu. My sick son i was ask his date of birth wich is 18 Jan 2010 his name is Njabulo Tshiamo Ndlovu. I am not happy with this arrangement at all can someone call me immediately. my contact number is *** Stephen Ndlovu. I was sent the welcoming email with the following attachments Elixi _MI_Brochure_Purple_HC_2024_v9.pdf, Elixi_Purple_Hospital_Master_Policy_2024_v9.pdf, Elixi_Purple_Primary_Care_Master_Policy_2024_v9.pdf but did not find any policy number. This was sent on the 1st March 2024