HORRIBLE HORRIBLE SERVICE DELIVERY!!!!

I have a claim with Kaelo. I called them on the 6th of January to which the consultant was putting me through to her manager, after a while of holding the call was cut. I then sent an email on the 6th and got an automated response saying my enquiry would be attended to in 8 hours. By the 8th I hadn't heard from them and sent another email to which I received the same automated reply. It is the 14th and nobody has bothered to respond. Firstly my claim is gone sideways because when I initially called the helpline I was not given the full information required for me to make the specialist consultation. I was given all the information about the benefit and that I could claim after paying my cash but at no point did the woman tell me I needed a pre authorisation number. Now I am left in a deficit due to an employee's incompetence and no-one will answer my emails or my calls are "transferred" and cut. But my premium will be deducted on the 25th of January like clock work!!!