Agents getting rid of us instead of assisting us

I just spoke to a chat agent just before 8m,(vitality chat agent ) her name is Odwa, who I was asking where do I find the reward that I earned cause I keep getting an email to claim my active reward before it expires, today that email said I’ve two days to claim the reward but I can’t find this reward anywhere Sj I can claim it, so I asked on chat and Odwa told me to look for it on the blue and white app, told her I have already looked on both discovery apps ) not soo cause it’s not there ! Then she tells me she had to transfer me to the medical aid agent coz she is not equipped for that, so I said but this is an active reward so Joe will medical aid agents help me, she said they will cause the reward is for health fund!! She insisted she must transfer me so I asked her if medical aid agents are available at that time of the night she said YES( that was weird cause I know they don’t work at night ) but since she was adamant they are available I said ok she can transfer me -/ guess what ??? As I knew it, they are not available at night, so Odwa just wanted to get rid of mr because she did not know how to help me, this is unacceptable!!!!

Live chat for medical aid is currently unavailable as it’s outside their chat hours.

They’re available from 07:00 to 17:00, Monday to Friday.

Come back during these times and simply type chat to connect.( unacceptable thag she just decided to get rid of me like this !!!