Different agent, different story!

My sister took out medical aid that came into effect 1 May 2022. Beginning of May she fell sick with Covid And we took her to our private GP - paying cash. 2 weeks later her feet started swelling and she was unfortunately diagnosed with cardiac failure. She was admitted to hospital but discharged due to a Dr (of Discovery's choice) not completing PBA form. Her BP is low and the meds given is lowering her BP even more. We tried getting Authorisation to take her to a Cardiologist so that he can just see if he can't take the meds. We got a cancellation at the cardiologist and the network GP requested authorization for the specialist visit. We phoned Discovery and a lady said she'd sending everything through for urgent attention. We waited at the cardiologist for the auth to come through. 2 hours later we phoned Discovery again and suddenly the forms that were received 2 hours before was missing and not there anymore. The previous lady said she's sending everything through as matter of urgency. The second lady said its going to take 4+ days and there is nothing she can do. Why are the staff not all saying the same thing? Do they not know how things are working? I'm receiving contradicting information while my sister is very sick. If I look at all the complaints on Hellopeter I understand why I was advised to report Discovery to the Medical Council. We are severely stressed with my sister's recent diagnoses and Discovery is contributing to our stress levels being sky high.