Unhappy client

Good day, i am very disappointed with the response i got from discovery especially Zikona with regards to my pmb authorisation. Whilst on the phone with her last week, she confirmed that no attachment came through from drs rooms. Whilst on the phone with her, she called drs rooms and they resent the attachment. I called discovery today and Simone says there's no attachment. Yet Zikona confirmed that she will escalate my app for a quick response within 2 days. Had i not called discovery to follow up, i would still be waiting for that auth that would never have came through. I need this urgently please.. Its for a service that i am paying. Thank very.