Apalling service. Please assist

My father is due for a procedure on Monday 13 February, to remove cancerous growths. He submittes all required protographs and documents on 1 February already. He was told on Tuesday 7 February that het had to call again today for his authorisation. No mention was made that his pictures went missing. Now he is told they cannot give authorisation withour the pictures he already sent in on 1 February, timeously. He is scheduled for theatre on Monday. The authorisation is urgent now, he sent everything in timeously. What no. He tried to speak to a manager which was refused. Appaling service. He is elderly and is going to get cancerous groths removed. Delays can cause the cancer to grow even more. He is stressed out a lot and very anxious. We need the authorisation today still. This is rediculous.