Bad Service

I have been with a medical aid for 9 months. Yesterday I went for admission for a new case of severe back pain. The medical aid declined to provide the Authorisation number as they told me that they must firstly do a clinical assessment to see if I did not have the sickness prior joining. No problem with that at all. The issue was, no turn around time was provided. In the middle of the night I received an email confirming that the admitting Dr provided the info needed and I must wait for them (medical aid ) to respond to my request. Being public holiday today, no one is working, no one us assisting me yet I am sitting with a severe pain. I called earlier today and spoke to Victoria, who told me that it's a holiday and she is working with emergencies only. Mine is a follow up so she cannot help me or forward my issue to anyone. Yesterday I was received an email from Nontobeko, who did not reply to a si hle email that I have send. I am still here on a public holiday in a severe pain without help from the medical aid. So my query has been set aside until they all come back from their holidays without care. This os very pathetic medical aid I have ever had.