Pre auth blunder

I would leave a 0 rating if i could.. my son needs a life threatening opperation and we have had to cancel it twice now because we can not get a pre autherisation number from discovery.. and nobody is able to give you a streight answer as to whats happening.. the first time in t got a decline because apparenly we did not follow the correct steps.. we then went and phoned in and folled step by step what the process is we need to follow.. and we have been waiting since the 2nd of december for a answer.. my son if 4 years old.. please i am desperately asking for your help