Poor service from Gems

I am rally upset about the service I am gedring from Gems. I have had numerous issues with them. I sent through a script for chronog authorisation on Monday 10 September and even received a confirmation email that they received it. When I enquired now what the progress is they told me they didn't receive it. How can a confirmation be sent and then they don't receive it?

Secondly I had a scan done in November last year and got authorisation for it but they never paid and I had to pay R8000 out of my own pocket because I got final notice from the provider.

Thirdly, I am on dialysis and since January have been trying to get authorisation for it on chronic but to no avail. I had to change service providers because my previous provider was not on the approved list of providers but even the new provider us struggling to get authorisation they keep asking for the same information which has already been provided. I have made countless enquiries to Gems but am getting nowhere.

This situation is unacceptable.