DELAYING TACTIC ON AUTHORISATION

Just yesterday I was happy that my long awaited membership card has been delivered after months of complaining . Today I have been disappointed again by the way the authorisation process is handled .My Doctor called to request in hospital authorisation and I also called as well then I was told they will send a form which the Doctor must fill in and send back to them , I did not have a problem with that . Okay the form was filled in and sent back on 25/11/2021 . Then i was told authorisation will take 24-48 hours after assessment . Today 02/12/2021 I called to find out what is happening I’m told that they have sent another form to another Doctor . Mind you I was not even updated I had to call and find out , I was just under the impression that the maximum period will be the 48 hours . That’s what I was initially told , I was not even made aware that the will be a second form . Why was is not initially sent on the same day when they sent it to the first doctor , why was I also told that I will get feedback on 24-48 hours ? Only for discovery to drag the process even further ?