Authorization nr still outstanding

My son needs a operation we pay R6000 a month second best plan of Discovery and they still wants us to make a co payment of R3000 for a operation then they send us a email asking us to rate their service so a rated them 3 out of 10 but only because the call centre lady was polite and nice. Then 2 days after Daleen from head offices phones me to follow up why I rated them so poorly so I explained to her as my son is suffering and my hands are tied I don't have R3000 lying around to make co payments for a operation that needs to be done. Daleen then advised me that they will take away the co-payment I just need to mail them the new date of operation and she will email me back with authorization, got a email of no reply giving me a reference nr. So I emailed her with everything then se phones me back to let me know sorry she didn't see the ICD 10 Code correctly and might have made a mistake but will get back to me the same day. Its been 5 days I'm still waiting for her to get back to me and Discovery keeps saying they are waiting for feedback. My son is scheduled to go in on Friday 3 days from now and I still have not received my Authorization code. HOW POOR IS DISCOVERY.........BAD BAD BAD SERVICE ONLY THERE TO ROB YOU OF YOUR MONIES AND LIE TO YOU OVER THE PHONES