Bestmed review: No service - no update - no nothing

We are in need of an authorization number, my husband and I are on the phone with bestmed from 10:00 yesterday morning.
We were not aware that for authorization you would need a whole ton of medical reports. Why is this not disclosed at point of sale of your product?
Nobody gives you any feedback on anything. We have disclosed tht this procedure is to be done on the 12/07 today is the 11/07 we have been battling with bestmed since the 10/07. All the required documents have been handed in, and now when I am desperatley trying to find out what is going on, I get a reply that it has been handed over to your medical advisor and it takes 2- 3 days? And they cannot give me time of feedback?

Im am supposed to be going into hospital tomorrow but I got to wait 2-3 days for feedback. Is this some kind of a joke? Remember this is medical, these are people's lives man! Its not a return of a clothing item its a person's health