Totally fed up

I am deeply frustrated by the run around Umvuzo is giving me. I first contacted them on 20 February. They first refused to authorize the whole operation for my partner, only a portion, I had to learn medical terms to explain to them that you cannot perform part of the it as my partner will be in even more pain after the surgery as it won't address maligned bone on his wrist. It's been over 3 weeks now of back and forth. I called again last week Monday (6 March) to escalate the matter they referred me to a guy called Ignitious Sithole who promised to resolve this speedily. I sent him a follow up email on Friday as there was no movement from his 'speedy response'. Up to today (14 March), I still haven't received a response from them. This is totally unacceptable for a process they themselves say takes a day or two while my partner is in excruciating pain because of their lack of urgency.