Dangerous mental health issue and no assistance from Medshield

My 19 year old son in suffering with severe depression and anxiety. He is seeing a mental health doctor who has him on an anti depressants as well as medication for his ADHD. His depression and anxiety has been worsening, and we are extremely worried, as his parents. He was assessed by a the******, recommended to him by his doctor, who app**** for PMB sessions to assist him with therapy and counselling for his depression. His the****** has assured me that she has sent all the correct forms to Medshield. On the 9th of May, I called to enquire about the status of the the******s application for sessions for my son's therapy. No one could assist me telephonically. I then emailed *** and was responded to by Queen Radebe. I was responded to in a very general manner, giving me information on the PMB application process, but no information on my son's actual application status. I emailed Queen again, giving her the the******s details. I thought perhaps they were not picking up the application, or it was lost in the system somewhere, since nobody is able to let me know what's happening. That email was sent on the 14th to Queen. Till now, I have not received a response. We are simply asking for an approval for sessions to help my son. If you cannot find the application, communicate with the the******. My son is deeply deeply sad and depressed, and we as a family feel helpless, as if we are being held hostage by the indifference of our medical aid. Do your staff know how dangerous teen depression is? If anything happens to my son, I will hold Medshield responsible! The situation is an emergency, and Medshield could care less!