Medical aid

I called medshield last week and Monday. I need to go in dr rooms for an auth. Was promised by the call center agent i will get feedbacke with 2 3 days.they have place me under underwriting. Still no feedback i had to ask r to reschedule my appointment. This is not on when you promise your mbrs with in 3 days. It had been referred to the team leaders. Not happy how my enquiry are being dealt with