Bad Service

I myself have worked at a Medical Aid and never seen this happen. I work at a hospital in Cape Town and needed auth for a patient's basic dentistry procedure , I was kept on the phone for over an hour , spoke to 6 people and NOT one gave me the same story. Eventually I phoned the patient to cancel the procedure just so that she could inform me that she has received her Auth a week ago. I am disgusted that not one person could pick that up on the system , are calls not being logged or what is the problem. We as a hospital need to call in every day to receive authorisation for patients as it does not get sent straight to us which we have tried to get sorted for over a month now and nothing has happened , this is unacceptable.