Service non existent - feels like request aren't even read - they answer the questions that they would like you to ask not the one you actually asked

I asked for a simple revision of existing pre-authorisation, but after a number of mails and ending up at the claims department (for future treatment) I haven't received a single reply that the one think I requested was successfully done.

I asked a number of time that this be escalated in terms of the published complaints procedure, but failed to receive feedback in the promised timelines.