Shocking Service

Phoned on Monday to get authorisation for a dental procedure. Takes 4 mins to navigate the massive menu system to get to authorisations. After almost 20 mins of communicating practice number and procedure codes I am put on hold. Still on hold 10 mins later when the call drops. Call back another 4 mins, new agent, new agent can see nothing on my profile another 20 mins communicated codes and practice numbers, promises I will receive email that day. Alas nothing, then get another call asking me to email documents. Still no response. Called call center again 4 mins menu system, new agent knows nothing, also extremely willing to help ... my head is spinning. Net result I cannot get authorisation. (I cannot provide a reference number because I never got one). Total of 6 calls to try and get this resolved.