Horrible, unhelpful consults who do not follow up and need customer service training.

Hi, I called in on the 10th of Nov 2023 and spoke to Shakane Reddy regarding the status of my claim, he advised that I should contact my previous employer as the documents were not sent to them yet, I contacted my employer that Friday and Monday and they made contact on the 13th of Nov - I called back in to confirm the status with Discovery and spoke to a Justin Van Wyk - he then promised that he would check the list and revert back to me before COB that day, that did not happen. I called back in on the 14th and got through to Lihle Yende and requested to speak to a manager, the line the dropped - instead of a manager calling me back as requested Lihle asked Justin to contact me which he did, he then said he was sending an email to my previous employer and I asked him to cc myself and the HR which he said he could not CC me but would CC the HR and send me comms separately and then he would call me back by COB (I never received that callback again) during the course of that day and a few hours after that I made contact with my previous HR person to confirm if they received any comms from Discovery or Justin - they said no. I called in again and requested to speak to a manager and I was transferred to V Munhilal (Manager) and she advised that she would refer my query to Roderick to assist, Roderick called him during the course of that day and I also provided him with the HR contact’s details, he called me back to say they are not able to get hold of anyone but he would give me a callback around 10am the following day with feedback, I was then called back the following day not by Roderick but by Justin who informed me that they got confirmation from my previous employer that the docs were not submitted, I then informed him that I would be going to the head office on Monday and I need a manager’s email address that can expedite this for me, he then refused to give me and email address, I asked to be speak to a manager and then he said there are no managers available, I told him that I would not get off the call and then he miraculously found a manager called Thabani Msiza who also refused to give me an email address. This is actually despicable service, I have a been a Discovery member across the different Discovery entities for over 10 years and have never experienced this level of trash service.