Given Runaround

I am a new member with fedhealth. About two weeks ago I had to be rushed to the ER and tests were done that needed to be admitted urgently. But because I am new fedhealth needed to investigate if this is not an existing problem. They phoned me on the 26th September to tell me this and said investigation takes 3-4working days. I phoned them on Monday and this week and everyday I am told by the call center consultant no one from the investigation dpt is answering calls or responding to her emails? And the last update they put is that they can't get hold of my doctor. A doctor who is available, but they can't get hold of him? I feel like they are looking for excuses and giving me a runaround. It is now more than a week of waiting.