Lousy service and disappointed

I once again have to lodge a complaint; I have started the process to lodge a complaint per my authorisations. According to your process I have to lodge with queries before proceeding to principal. This I have done. Received a ***; I was advised that I will receive feedback 3 - 5 days. This morning I received a mail saying that this query has been resolved????????? No detail given???????? I called to establish; the lady who answered was very rude and just transferred me, I then spoke to another lady, only find I am at Dental Auth. Gave her my reference and advised that it is related to my chronic meds. Told her it cannot be as it is related to my complaint and in the response refers to my subject matter when I mailed. She adamant and rude basically telling me I cant read. When I lodged my subject matter was: ***/ WF***3N***5 / NEO***A / *** [ WF***8N***4 ]; note the same reference at the end the same as this woman in Dental named Bon****e telling me it is chronic. I am certainly not blind and I can also read. I will pursue this matter now as this is absolute disgust considering considering how I got treated, the morning of my scheduled still had no auths' finally received it after 11am of the day. How was I supposed to have prepared for the surgery.