Worse service ever

A request for authorization was sent on the 11th if October, I received an email back on the 12th of October saying my request has been sent to the pre authorization department but today is the 16th of November and no feedback has been received and at that time I am pregnant and I need to do these tests. I called the call center three times today and no one can assist me not even the pre Auth department and one of the consultants wants me to send the email again which I fail to understand why since it was sent and response was sent back to me. This all means my request has been lying there over a month or maybe just deleted. I can't even express the service I received from the call center agents it's that bad. I can't be pregnant and be stressed out by my medical aid that I am supposed to trust with my medical needs and now with my unborn baby's needs as well. I have been a member for far too long to be experiencing such terrible service. Can I please get feedback on my request so that I know what my next step is. Over a month to get feedback is honestly not fair and being treated like I don't matter by your consultants is the worst I didn't expect.