Authorisation

I have send through a letter from my doctor for authorisation for advanced radiology on the 5th of september and 15 September. Every time I get a reference number for the query but when I contact gems to get the authorisation number the call centre agents tell me nothing has been received. They treat me as if I am dumb and do not know what I am talking about,even if I give them a reference number they still act like I am stupid. My baby girl is really very very ill and these test had to be done 2 weeks ago already. GEMS has really dissapointed me with the worst service this year. I NEED TO GET MY DAUGHTERS TEST DONE. Feels like GEMS wants her to get more sick and even worse.