no feedback after online interaction

As a service provider, we follow protocol as per RMA when applying for Authorisation. In this particular case, RMA was requesting the treating dr to have a recent MRI in order for them to authorise an operation needed to be done urgently. RMA did not even update the correct ICD10(injury code), however this was the injury being treated since the day of the accident. RMA did not call or email us regarding this case. I've been on the phone from 08h30 till 10h30. First Sibongile said hold the Thulisile Dube, then i got put through to a survey. I called back and David tried to assist. Nonhlanhla Ngcobo, did not bother the follow up on the authorisation request after the online interaction was communicated 2 days ago