Cannot fix a broken tooth & no response from GEMS

on 8 Dec 2015 my new dentist office send papers (scans and everything required) for authorization but up to today there is NO RESPONSE. On 07 Jan 2016 papers were send AGAIN from my dentist's office, up to today i still have NOT received RESPONSE. Around 5 Feb 2016 i went to GEMS office in Sancadiain Pretoria and was told they will respond after 48 working hours, up to today NO RESPOND FROM GEMS. I also made a lot of monthly follow ups with the GEMS representative that comes to my work place on monthly basis, but still up to today i don't know why GEMS is not getting back to me and AM STILL WALKING AROUND WITH A FRONT BROKEN TOOTH WHILE PAYING FOR EMERALD OPTION. What does one have to do to get services or to get my front broken tooth fixed? GEMS never forget to deduct my salary but i have a front broken took.