Horrible service by GEMS and RUDE consultant

The service that we are receiving from GEMS is not good at all i have requested for pre-authorization on Saturday few mintures after receive a letter stating that it is still pending this morning i have been calling holding for hours being attended by rude consultants nothing have been done till now and i have an appointment at 14:00 still not respond , but came 15th of every months they are the first to deduct money for what because they are giving us useless service.