Incompetency

Dentist sent request for authorisation on 02/10/2018 but up until now have not heard from them. When I enquired from the dentist I was told they have not responded. I find this very ********* because their turnaround time is 72hrs/3days yet it's been over a month. There is something very fishy going on here. Why do we have to be treated like 2nd class citizens when we pay so much for the medical aid.