Authorising for incorrect member.

I requested a specialist authorization for my son and sent a request on this as we need to see the specialist this Thursday. After checking the authorization today i realize that they gave the authorization for the incorrect member which was my husband. When trying to call to get this rectified it sounds like the phone just rings and then gets answered but whoever answers just stays quiet. Tried calling three times to no avail with same problem as above!!! Absolutely horrible service on this!