When the phones are not working just claim the customer

Myself and my wife had to go to a doctor on the 24th of August and we tried to get pre-authirization as I was previously told that the autherisation needed to be done the day that the visit is booked for. Previously I was able to phone in from 6:00 and confirm the authirization for the doctors I wanted to go to.

This time I phoned in after the 8:00 as requested and was able to get past the IVR message. As soon as the IVR message played and I was being transfered to an oppirator the call would cut. Tried from my wifes number also and could replicate the same issue.

The issue was not on the cell phone providers side as we were able to get to the full IVR menu and only after that the calls would cut of. This shows more to be a PBX issue that changes were made by an incompetant system owner on the PBX.

The fact also that I have had to phone in 4 times already to only be told that they need to pull call traces is really bad. If you receive a complaint like that the call traces should be requested the same day. Not just ignore it and then reject the claim every time