Why is it always a mission to get anything done

<p>I sent an email on 5 October requesting the settlement balance on my card as I need to close it. I received an automated response advising that I will be helped in 5 working days. (How can that be a turn around time for a service provider???) I decided to call them as I needed to close the account soonest. The lady I spoke to gave me a settlement amount after I advised her that I have the apple watch and need to pay everything. I asked her that if I paid that amount I would owe them nothing - and she confirmed that. So I made the payment and called back as soon as the money was showing - 7 October. I was advised to complete a form and send it back, which I did. Then I was contacted by Discovery (after 5 working days) to give me the sttlement for the amount owing. I advised the lady that I have called already, received the amount and I have sent in the closure form. After this call, fees and apple watch was deducted from my card - that is strange considering I had paid the settlement amount and sent in the closure form. So once again I called them and requested to speak to a manager. I was told that the system was offline and they would send an email to the management team who would contact me within 24hours (again, this is an unacceptable turn around time). I waited for 24 hoirs and NO call received. I called again! I asked the consultant to put me through to a amanger which she did and I spoke to Omera. She told me she would listen to the calls and let me know. She called back the following day(12 October) and said they were still investigating and she would call me again. On 13 October she called me and said sorry but the managers have decided that I need to pay the apple watch. I asked her about all the fees that went off of my card - she could not answer. So I advised her that I was not happy with that answer and that they should at least meet me halfway. She was a bit upset by my answer and said she would call me back later that day. It is now the 17th October and I have not had a callback. Why why why do I have to striggle like this?</p>