Rude and inefficient

Monda, a call centre agent for GEMS, was extremely rude. He was unhelpful and then preceded to drop the phone on me during a call. Furthermore, it has been two weeks I have attempted to keep in contact with GEMS for an authorisation number for a procedure, yet they told me it would only take 48 hours for authorisation. I ended up having to pay for the procedure out of my own pocket due to inefficient service, and when I need to claim the money back, I am not being assisted.