Bad customer service

I sent a query to Discovery Health regarding my saving fund from 2020 before I changed my plan in 2021. First frustration was that they had picked up contact information from my previous work and medical aid and had not registered my updated information when I joined the scheme 3 years ago. When I finally updated my email online and resent the query. I was referred to my current plan which was not my query. I got the idea the the person who responded to my query did not read my query to understand it but was rather rushing to respond and close the query. I am still waiting to understand what happened to my savings from my previous plan (2020) as I was advised by the discovery consultant who visited my company they would be refunded in cash if not used by end of financial year end of 2020.