Bad service

Me and my husband went for Covid-19 test beginning of June 2021. We paid cash and send to medical aid to claim back. After a week or so no feedback I phoned Discovery to ask what is going on. They told me I need to send an account they never told me wherr is the communication?? After I got all the documents I send all again. It is been 6 days now I phoned them waiting 10min for someone to answer I explained what happened he said I need a refferal letter I told him there is!! Line went dead. Phone back again 10min waiting again no answer. I need to know what is going on.

Please call me after 16h00 in the afternoon!!!!