Chronic meditation cover promised not delivered

Please can I get some assistance I have changed my plan and was assured that all my wife’s chronic medication would be covered under the new plan. I have been with discovery for over 15 years and would not have changed if these weren’t covered. There have listened to my recording and agreed that the consultant did say we would be covered I have spent over 7 hours on hold over the past 2 months trying to sort this out and each time it’s escalated and promises to call me back never happen, today I spent over 30 minutes on the phone and was assured I would be called this has not happened I am at my wits end