receptionist problem

I took my son to the dentist, we then concluded he needs to go into theatre for fillings etc. The dentist told me the receptionist will call my medical aid for authorisation and let me know what I need to bring for the procedure. Approximately 2-3 wks passed with no feedback on the authorisation from the dentist rooms. I went into the facility and dealt with Bianca, she said to me she doesn't do medical aide authorisation, when I explained to her the dentist said she would she committed to call the medical aid and said she would get back to me. Two weeks passed with no feedback so I called the facility and spoke to Bianca again. Initially she says she doesn't do authorisation then later in the conversation tells me she was in an accident and didn't get a chance to get down to it but will do so and get back to me. When she gets back to she acts like we never spoke about the authorisation. I then asked to speak to the personally. The dentist apologised and said Bianca would attend to it she just needs some time and will call me the next morning. This morning Bianca calls again acting like that was never the issue. I am extremely frustrated with this ridiculous service.