Unwillingness to assist

I needed to book into hospital for a procedure and called the medical aid for authorization for theater I was to get a letter of motivation and a X-ray report plus quotation of prosthesis and email it to medical aid ,which was done on Monday 02/11/15 by the dr's rooms . When medical aid was called on Wednesday 4/11/15 the response was they received the documents and was working on them and would contact the member (me) with an authorization number <br> On Thursday morning I went to the hospital to book in and was told the authorization was not received upon calling medical aid they stated that there was no document received so no authorization would be given . The dr' s room was called and proof of email sent repeated email of all requested documents was sent to medical aid who kept saying that they did not receive any thing <br> Admissions at garden city sent documents from no less than 4 different email addresses to the medical aid who finally said they received it only to refer it to a case manager <br> Throughout the whole incident the medical aid did not once call me and say there is a problem with the authorization