No Call back since Friday 10:00

Good day, I have a bit of a problem, I am a new member on the medical aid and we have had a dental issue with my daughter. The dentist has sent through a report for theatre as she is too small to remove the teeth. No response has been given to the dentist as to yet. So I called on Friday at about 10:00 and the voice recorder said that the Call Centre will close at 12 PM for their Christmas function. When I got through I was advised that someone will call me back and I gave a time frame of up to 12. We are on Tuesday and still no call back from anyone at Fedhealth. I need to understand what is the problem and why no feedback has been provided and how long do we need to wait for Authorisation. X-Rays and everything was done as I had to go back to the dentist for this as the medical aid asked for this. Now I would like some feedback and understand why the delay and bad customer service not calling clients back. Please do assist and advise soonest Thanks