Cannot get a straightforward response to my query

<p>I submitted a query regarding benefits on 17 November and was provided with instructions on the process to follow(WRefNo# ********** 394#- -MailRef# ********** 276#-). This included visiting my Dr and obtaining a script; which had to be emailed to ********** On 23 November, I submitted the script as instructed and received this ref number ********** 496 (Website query -WRefNo# ********** 394#- -MailRef# ********** 276#- -MailRef# ********** 331#-). I called today to confirm approval as I had not heard anything back. First I was told Discovery does not cover devices (even though I received confirmation via email) , and then I was told that they never receieved any information from my since mid October. I was then told to email the information again to the same email (regardless that I was told they never received it via the exact same email address previously). Ref for this call is ********** 163. I would like to know why Discovery cannot give me a straight answer, but is rather messing me around with instructions to visit my Dr etc. when they have mo intention of funding the claim from my chronic benefit? </p>