Changing the rules as we go along

I recently submitted a claim for health care services conducted by WCBS providing the invoice as well as a screenshot of proof of payment via my banking app and clearly requested that a refund should be paid to me.

I received notification from Discovery that the claim is rejected as the invoice do not contain the product number. After receiving a revised invoice from the service provider, I resubmitted both documents (the revised invoice and the PoP screenshot) and again requested that payment should be made to me, as I settled the account with the service provider.

A week later, I have not received any further feedback from Discovery health and elected to view my claim status via their website. To my shock, I noted that the claim was successful and that the money will be paid to the SERVICE PROVIDER!!!

I then contacted their Client Services division telephonically and spoke to Qaqamba. She informed me that because the PoP was a screenshot and not a pdf document, it is Discovery's procedure to then pay the service provider and not refund the member (LOL) - I guess that they are not aware that all service providers hold the member accountable for all accounts.

I then asked her why was I not notified during the claim process that the PoP provided was unacceptable? (noting that during the initial claim, Discovery was only dissatisfied with the initial invoice as it did not contain the product code, no mention was made on the PoP and during the second time, my claim was approved without any notification being sent to me!)

Obviously I told her that this service sucks. Her response was: Actually, our service is very good, but I can offer an apology (LMAO!) - what value is an apology if the agent is not sincere about it and do not agree that there is something wrong here?

In the end, she explained to me how to obtain a pdf PoP from my banking app and requested that I sent it via email do their document email address with her name in the subject line, she will then verify the PoP provided and notify me via a telephone call that the doc is acceptable. She then asked when do I plan to do this and my response was straight away after our call. Which I did of course . . . . . . . . Sadly there was no call nor any notification that the PoP I now provided is acceptable and payment will be redirected to my bank account.

In essence -= your service sucks! (or at the very least your Customer communication).

Please redirect the payment to my bank account as I have settled the account with the service provider