Medscheme Non-service for hospital authorisation

My husband required hospital authorisation to go for a procedure to unblock a stent on 3 January 2019. We sent the required information to Medshield and their Hospital Benefit and Disease Management partner MEDSCHEME on 11 December. I made calls to Medshield to get authorisation, on 12 December, the Medshield agent took all the information and told me we would receive authorisation by close of business on the 12th. I did not received anything, not even a phone call. I started sending emails to Medscheme and Medshield but only received a call number (sometimes only 2/3 days later) for each email. I also made calls to Medshield, who told me that Medscheme had to authorise the procedure. When phoning Medscheme, I was on the phone for 15 to 20 minutes but were NEVER ABLE TO SPEAK TO A HUMAN! After answering all the questions the pre-recorded voice asked, and also typing in all the required info from my phone's key-pad, you just get disconnected, NO reference number or confirmation of the information. The precedure on the 3rd of January is now postponed until we get some form of communication from Medscheme, the cardioologist is also trying to get in touch with Medscheme. What is most upsetting is that this is not a common cold my husband has but a very serious condition. I am disappointed in the NON-service from Medscheme and the lack of assistance from Medshield.