Terrible office staff

I was referred to the office by my oncologist. My review isn’t about the doctor, but his office staff. I was told I should have a lift prior to a prophylactic mastectomy to be able to keep my nipples. I scheduled for surgery, paid, and afterwards spoke with my insurance - they said the doctor needs to file a pre-auth and they would be able to cover it. There is an entire paragraph in my benefits packet my insurance sent me saying they cover this exact same procedure. I called the office to request they file a pre-auth and the office personnel Jordan told me that this is cosmetic (even though I was told I needed it to help save my nipples with a mastectomy) and that they refused to file a pre-auth or file on my insurance for this. She said “Even though they say they cover it, they will not cover it.” Not sure how she knows this when no pre-auth was filed and my insurance specifically stated they cover this situation prior to mastectomy. She continued in a very condescending tone with me when I said I was recommend to have this 9 months prior to my mastectomy that “this is not a mastectomy, it’s a mastopexy”. I never said this was the mastectomy. When I tried to say this, she cut me off saying “I know, I was in the room.” - but she did not seem to know. I was very annoyed because I used to work in the medical field with insurance and I don’t see what filing a pre-auth could hurt in their situation. This raised a lot of red flags since they file for the mastectomy through insurance. I asked for a refund (I paid in full 4 days ago) and they told me that no one could even start to process a refund for 2 weeks. I will not be coming back here and I will be letting my oncologist and friends know to avoid at all costs.