Wasting precious time with no feedback from him

I am a bankmed member, I have an emergency operation that cannot wait for the following year for a upgraded plan and new benefits, after being sent from pillar to post by the carecross and bankmed division, I was transferred to Brent Poggenpoel (20/11/2015), he advised that I write a motivation as well to submit with the motivation from my dentist, which I did, I was also told that I will have feedback in 5 working days, Monday morning(30/11/2015) I was advised that Brent's manager will give me a call during the day, yesterday(01/12/2015) I phoned Brian was not available I spoke to Marco Toban who promised to give me a call back before 6 pm, this morning(02/12/2015) I phoned could not get a hold of Marco, phoned finally spoke to Brian, who informed me that they a referring me back to carecross, 8 working days later I still don't have any clarity all he can say is that he is sorry for not phoning earlier, I have never experienced such poor customer service, no one is willing to take responsibility, they are taking my money on a monthly basis so many benefits have not been utilized for the year, the least they could do is try. I am really disappointed in the whole organisation.