poor service

I just want to express my feelings about this medical aid)gems),every time when I am supposed to get help gems will treat me as if I am not paying them.on the 4April I phoned gems to get dental authorisation, I was transferred to different people without any help what I boring you keep on holding on the other hand airtime is getting finished, I was given this tef.mh ***6 by Ribuwani,also ref.MH ***4 by sipho,he assured me that dental dept. will phone me .to my surprised gems sent me message that was saying that authorisation was decline because of funding criteria. On the 5 April I received email telling me about decline of authorisation, then I phone doctors room they also tried but, they were told it was declined but icd codes and email was submitted, Sophie who worked for the doctor also made a follow up, sebenzile *** told Sophie that the was nothing on the system but we were surprised because I was given message about the decline, my child is in pain,en I don't get any promising thing from grms,real gems is frustrating me.en I must phone anaesthetic doc. As I am in a dark position what I am I going to do.my child is supposed to go to theatre on the 8 April but w