Discovery poor service

Why is Discovery in general so poor responding to queries?? This can Not be blamed on Covid as it has been an issue now for longer than a year. Issue 1 bank rewards- health banking reward. Logged a query which was closed yet not resolved. Logged the same query a second time on 28 September ref *** on 11 November still not resolved...: Issue 2 Drive - query logged 16 October QC278209 still no response. The system duplicated a drive at the same time however a perfect drive the duplicate stated no phone present 10 points wrongfully deducted Although I kept on following up weekly I am getting nowhere. This is not the service clients expect from Discovery.