Pre-authorisation for surgery

Good Day. I app**** for pre-authorisation for surgery, the Momentum medical advisor asked for a letter of motivation, which I received from the doctors rooms and sent to the preauthorisation email address. 3 days later the authorisation number was given but the main procedure 0578 was declined stating there was no Ultasound report or letter of motivation. The surgeons rooms contacted Momentum by telephone this morning to find out exactly what is required by the Medical Advisor. A consultant put them through but the phone went unanswered for 45 minutes before they hung up. I am due at the hospital at 6am Monday, and I can not get any answer to emails I send and its now 11am Friday.