Ridiculous service

I've been calling Libcare since the 18th of October, I have a procedure on the 24th of October, their PMA was first sent to the wrong email address, then sent with no attachments, then finally my GP got the PMA today and sent it back to ***********, bear in mind I already took leave for the 24th of October, if the procedure gets cancelled I must pay r500 to the hospital? First of all I should not have run around calling and making sure that the Dr's rooms received the PMA, Libcare states this is still under review, so what must happen now when my procedure is next week Tuesday? I need the authorization number! I pay a lot of money for this medical aid yet i get treated like this?