Bad Service

I have just called Discovery Health with regards to termination of membership. I spoke to one of the consultants on the 3rd Jan 2018. She advised me to send a mail to ********** as they could not assist me via the telephone . I then sent a mail. I received a response on my mail the 12th Jan 2018. This is the response I received

"Thank you for contacting us. Your appeal has been received in good order and will be referred to the Risk Management Review Board for discussion. You can expect a response for your appeal within 5 days as each case is reviewed on its individual merit. Feedback will be provided to you directly by a member of the Board. If you have any more questions, please call us on ***, email ********** or visit www.discovery.co.za "

As i haven't received feedback by the 22 Jan 2018 six working days after receiving the mail from Discovery , I decided to call them on the 23rd Jan 2018 on the number provided in the mail. I asked for the person Daniska Pillay as the mail i received came from her. The agent informed me that she is currently busy and will only be available by 11am , I told him this was unacceptable and i wanted to speak to someone else in the department to assist me. He then took a further 10min to locate someone for me to assist me. I am now on the phone for 30min trying to get an answer from Discovery , only to be told by the next agent that she wont be able to assist me , she can only send a mail to request that the review board calls me back before end of day as they do not have any direct lines. Turn around time for Discovery i 5days. Send a mail 3rd Jan got a response 7 working days later , only to be told turn around time is 5 days. 7 days later again and no-one within Discovery can assist telephonically.