What a horrid bit of service

All I needed was permission to see a specialist. So I go to a GP and get a form filled out. I submit 4 days before as requested. The form is outdated so I have been declined. Bankmed administrated by Discovery now expect me to leave work get into my car, drive back to my Doctor and get a new form signed. The cant pick up a phone and call the doctor, they refuse to assist etc. They are fixed on the "its the wrong form" and wont assist. Singularly the worst "help the customer" I have experienced in years. I do not know why the banks condone this appalling service.