Authorization taking forever mxm

Try finding assistance for a mere authorization you will get *********** consultant on whatsaap who will send a ussd as ***#. I was unable to be assisted today because since now am still waiting for that authorization and I would like to get feedback on this because I have an appointment again next week Tuesday, this medical aid on gold base status has such limited services and it costs 620ZAR monthly. I went to my doctor and was told I depleted 3 visits allocated for a year. Your service is very bad why use a platform for customers and not be able to be of assistance. I was told to download hello doctor and ask for an authorization, why when the same doctor am at is asking it from you as my service provider, you are very annoying and ***********.