There are two different offices and two different nurses to talk to. I too, didn't hear back from them, called and talked to one nurse more than once, turns out it was the other person in the other office I needed to talk to.

Meanwhile, they had messed up getting things through my insurance (permanently, I can not get the botox treatment from ANY doctor now, ever), messed up some records, and when we finally started frequent phone calls and emails insisting on a return call from him, he finally did call, acknowledged mistakes were made but refused to take responsibility for them (it was him, directly), and dumped me as a patient. So much for the shining Dr. Donahue.

Hopefully, none of this is going on with you, and his office person is just messing up (one office was good, nice, etc, the other one, not so much...). Keep calling, ask about is there another office or person you should call through. Hoping it all works out for you.