Telephone number ***is a hoax!!

On the 8th and 9th January I had to get urgent authorization for a procedure that my wife had to undergo. I tried to get an e-mail address that I could e-mail the Dr's documents to but could find none! I then sent an e-mail to *** just to receive an e-mail back that basically said that they cannot help me!! They surely do know which department to send my request to?! I then was referred to use the ***number. This number is a "hoax'! I phoned at least 7 or 8 times and patiently waited for the "OTP" to come to my phone. I am still waiting!! This is shocking and very bad service in emergency situations. I then went to my local pharmacy and the pharmacist used their practice number and phone number and we received the best service from a lady called Tiffany and got the authorization. Surely there should be an easier way to obtain an authorization???? Member number *** AH Gotze