Appalling customer service from Discovery Health. Again.

I pay a premium for both Discovery Health and Discovery Bank. And over the past couple years, both have implemented the worst customer service systems I've encountered. Repeat: It's not the individuals, it's the system.

Discovery is trying to remove human interaction from the process to save costs, and yet continue to charge a premium for their offerings. I have to post on a third party complaints site to even get a callback.

How do you respond to an email from a consultant who only called you because you posted on Hello Peter? You can't. You can't email them or call them for follow-up advice.

"If you have any more questions, please visit www.discovery.co.za to Get Help or download the Discovery app to view your benefits and manage your health plan."

Excellent. I must now start the entire process again.

Customer service involves a human at a company taking accountability for an issue. This is not customer service. This is passing the buck ad infinitum on the customer's dime.

The consultant who helped me is Jayshree Deonarain. I've tried to reach her and been promised a callback, but obviously, one never comes. Again, this is a systems issues not individual consultant issue. It is pure greed from an exorbitantly expensive health and banking provider.

If I don't get a callback tomorrow, I'll be moving my banking and medical aid to a company that offers at least the most basic, cursory, elementary levels of customer service.