Disappointed in Medshield

I waited 4 days to get authorization from medshield. My operation was canceled. Every time you phone know one can help me. I was informed what the lady working on my case would phone be back in a hours time but she did not get back to me. What they cannot understand is that while she was on lunch I was in pain, but she did not care. That was very unprofessional of her. I do understand that you lunch time is important but so am I. They don't hesitate to take my money every month, In the past I never had this problem. Medshield should work on the priorities.