Extremely disappointed service due to negligence of service agent

I am extremely disappointed with the service received from my medical insurance agent and the impact it has had on urgent medical care. When I called at 7:22am Wednesday 13th of May, after hours, the agent refused/failure to provide me with the required reference number needed for authorization I can’t remember her name. Because of this, Afrocentric refused to authorize my GP consultation. The GP is requesting urgent payment from for a consultation that should have been authorized in the first place. I called in last Thursday and spoke Arisane she advised me she can't provide me with an AUTH number because I have no reference number, I when ask to speak to her manager conveniently her manager Chris was not available to resolve this issue, nor were she willing to provide me with his surname. Today I called a week and a half later and spoke to Kedibone ref. 6333165 and once again no manager is available to assist with urgent query and when I asked her what her manager’s name is that will call me back after 16H00 she just put the phone on silent to avoid talking to me. I have repeatedly attempted to resolve this matter through emails and calls, but have either been ignored or not assisted properly. It is unacceptable that administrative negligence and lack of communication can prevent a patient from receiving medical care. I request: Immediate assistance with the required authorization and reference details • A full explanation as to why the reference number was withheld/refused • Proper escalation and investigation into the conduct and service received • Assurance that this does not happen to other members in future. I expect urgent feedback and resolution.