I’m not happy

On the 17th of October I called discovery requesting for assistance with the authorization for my son’s surgery that needs to be done on the 25th October they gave me a run around that I need to go to my gp first while their procedure says if a child is under 2 years there’s no need for authorization, I called again on the 20th they still gave me a run around and insisted that my doctor does it I called again on the 23th October only to find out the hospital I’m referred to they do not cover day procedures why wasn’t I told this from the word go why am I paying for something each and every month but when it’s time for me to use I’m struggling I get told stories, discovery needs to make sure I get assistance because I am not doing any more run arounds I’m not being paid for my time so I require my services to be rendered