Cannot get through to call center for more than a week

I have been trying to get through to call centre for more than a week. My spectacle frames broke in December 2017. I went to my Optomotetrist on 22 December - who manage to salvage the lens of my spectacles but could not fix the frame. I chose a frame and asked the Optometrist to submit a claim to the medical aid for the frame. When I followed up with the medical aid as to why the optometrist had not received payment - an email was sent to me by wooltru that it was rejected as they cannot pay for the frame on its own. I do not see the logic in this - as I am trying to save the medical aid because i can still use the old lens. Since then I have been trying to get through to the medical aid- for assistance to ask weather the Optometrist should resubmit the claim and include the lens as well- I cannot get through to Wooltru. I am extremely frustrated as I cannot work without my spectacles- I am wearing my old spectacles which are to weak for my eyes. My optometrist has the prescription of my most recent eye test- which they can add to the claim. Your urgent assistance is required. My membership number is ********** 27.