Discovery Responsiveness and Service is Pathetic!

We have tried to get authorization for a procedure only to be told we are suspended...we have NOT MISSED one single payment to Discovery. Discovery is quick to take my money but really pathetic in their service offering and responsiveness. My wife has spoken to several people in the call center and nobody knows what is going on. This was last week already and still, we have not heard anything. I expect this matter to be resolved by COB at the end of this week. If I do not get a favorable response I intend to take this matter further to the Ombud.