Pathetic service from Discovery Health

I have been trying to get authorization for an operation caused by an accident for the past two weeks and apart from Discovery`s letter of decline that was sent without any hassle nothing else has been resolved. Apparently they need more information and at first the email was sent to the wrong address ,which I then had to resolve. I have then had to keep on begging for the email to be sent again which eventually happened but now the doctor`s rooms cannot open or view the document. We have been begging and calling and emailing non-stop for the past two days but nobody seems to understand how to assist the doctors rooms or even has the brains to phone the doctors rooms to try and resolve the issue.

No, it is much easier to decline and then double debit our account without any reason?????

This is *****ed up service!