Bad service

I have recently decided to join Discovery as my previous medical aid expired at the end of September. I initially signed up on one plan and later changed as I found the other one too expensive for what I was getting in medical savings. I then had to change debit order details because the very first consultant I dealt with didn't get the correct information. After phoning Discovery several times and sending several emails nobody really replies to my queries. It takes a couple of days before you get a response anyway and there is absolutely no sense of urgency. My bank details were eventually changed after speaking to several people. My main issue is that when I ask to speak to a senior authority nobody wants to give me details. The call centre number sometimes doesn't go through and after holding for five minutes the phone would cut off. And then lastly the inefficiency and inconvenience they have caused me because now my account was debited twice for both plans? So my question is who is doing the administration at Discovery because they are clearly doing something wrong. I am utterly disappointed at the level of service at especially as a new customer.