Call Centre frustration

I called the call centre 4 time to make oncology inquiries for my son who has leukemia and is currently hospitalised. After listening to endless marketing bumph for 4x15mins finally got through to a consultant. Unfortunately the consultant could not answer specific questions because he needed to first get permission from my son for me to speak on his behalf. This after dealing with Discovery on behalf of my son since August 2020!!! It is now May 2021!!! There is ALWAYS a problem dealing with discovery and I get the impression they delight in frustrating people.