Staff have no clue

I am currently on progressive Flex package and am in urgent need of knee replacement. The procedure has been turned down by Resolution Health as it is not a PMB . My Doctor has sent motivation letters and requested to speak to a doctor at resolution, but no one will put him through to a professional to discuss the matter.<br> I was informed that I need to change to a higher package in order to have the procedure covered and this can only be done in Jan. I have attempted several times to discuss which package would be suitable with a consultant at Resolution. I keep getting put onto someone else who then in turn puts me through to another individual who cannot help. This morning I got hold of customer service who then put me through to a consultant, Bongani at 10H20 to attempt to discuss changing packages again. He could not answer questions and asked me to hold while he read up as to whether the procedure could be covered. I had asked if he could please read up and call me back in 5 minutes as to what plan he could offer. I have heard nothing back from Resolution and therefore have sent a resignation. I will endeavour to find a better medical aid company .