Waiting forever for authorization

So I joined Umvuzo in April 2022 and I am starting to regret it. 29 July I needed to take my child to a specialist and I sent an email to them in the morning requesting authorization. (No reply). I called -No reply. I went to the specialist and called them afterwards again - No reply. I sent 2 call me backs - No reply. On Saturday I was called by a lady from the scheme who told me to send my referral letter (she also sent an email that Saturday) and I said I would request it from the doctor as I had left it there. I was not aware that I needed to email a referral letter when requesting authorization. On Monday I call the receptionist and am told she is not in. Tuesday I call and she is in and request the letter which she emails to me and I email to Umvuzo. That Tuesday I called Umvuzo and was made to wait for 15min then 30 minutes on the line (No reply). Today is the 3rd Aug and I have called several times with the longest being 39 min 1sec. Some one picked up after 20 min and transferred me (Still no assistance). I then went to WhatsApp and told my story and Nelson called me back reading me back my emails and auto replies from Umvuzo. He then went to say something about the plan I am on that I did not understand, He then asked which Language I speak as if I had not had a conversation on WhatsApp and on the phone in English with him *disrespectful . Till today I have not received any aurth no. I am not sure what is wrong with this scheme, I had to request my card personally after months of delay. Still have not received my bag / sticker. I have no idea what I am paying for here. My baby came back with a prescription that I have not used because if this medical aid.